On-Site Technical Support Engineer

BamboohrHoustonFull Time

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Job description

On-Site Technical Support Engineer at Bamboohr.

About the role

As an On-Site Technical Support Engineer at Bamboohr, you will play a crucial role in ensuring the seamless operation of our technology solutions for clients. You will be the first point of contact for technical issues, providing hands-on support and troubleshooting to enhance user experience. This position requires a blend of technical expertise and excellent customer service skills, as you will interact directly with clients to resolve their concerns effectively. Your work will contribute significantly to maintaining high levels of client satisfaction and operational efficiency.

Key facts

Location: Houston

Engagement: Full-time

What you'll do

Serve as the primary technical support representative for clients, addressing and resolving hardware and software issues in a timely manner.
Conduct on-site visits to client locations to diagnose and troubleshoot technical problems, ensuring minimal disruption to their operations.
Collaborate with cross-functional teams to escalate complex issues and implement effective solutions.
Provide training and guidance to clients on the use of software applications and hardware systems, enhancing their technical proficiency.
Maintain accurate records of support requests and resolutions in the company's ticketing system, ensuring transparency and accountability.
Monitor system performance and proactively identify potential issues before they escalate, contributing to overall system reliability.
Assist in the installation and configuration of new hardware and software, ensuring compatibility and optimal performance.
Participate in regular team meetings to discuss ongoing projects, share knowledge, and contribute to continuous improvement initiatives.
Stay updated on industry trends and emerging technologies to provide informed recommendations to clients.
Develop and maintain technical documentation, including user manuals and troubleshooting guides, to support both clients and internal teams.
Ensure compliance with company policies and procedures while adhering to best practices in technical support.
Foster strong relationships with clients, acting as a trusted advisor and advocate for their technical needs.

Requirements

A minimum of 3 years of experience in a technical support or IT support role, preferably in a client-facing environment.
Strong knowledge of computer hardware, software applications, and networking concepts.
Proven troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
Excellent verbal and written communication skills, with a focus on customer service and client interaction.
Familiarity with ticketing systems and remote support tools to manage and track support requests.
Ability to work independently and as part of a team, demonstrating initiative and problem-solving capabilities.
Valid driver's license and willingness to travel to client sites within the Houston area as needed.
Bachelor's degree in Computer Science, Information Technology, or a related field is preferred but not mandatory.
Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
A positive attitude and a commitment to delivering high-quality support to clients.

Nice to have

Experience with cloud computing platforms and services, such as AWS or Azure.
Familiarity with various operating systems, including Windows, macOS, and Linux.
Knowledge of cybersecurity principles and practices to help clients secure their systems.
Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
Previous experience in a managed services provider (MSP) environment.

Skills & tools

Proficient in using remote desktop support tools and ticketing systems.
Strong understanding of networking protocols and configurations, including TCP/IP and DNS.
Familiarity with virtualization technologies, such as VMware or Hyper-V.
Ability to create and maintain technical documentation and user guides.
Experience with scripting or automation tools is advantageous.

Practical notes

This position is based in Houston, Texas, and may require travel to client locations within the region.
The salary range for this role is competitive and commensurate with experience.
Bamboohr is committed to providing a supportive work environment and offers opportunities for professional development and growth.
Candidates must be eligible to work in the United States; visa sponsorship is not available for this position.