Remote Technical Support Engineer

Summary

Join Our Talent Community: Future Opportunities for Technical Support Engineers at Pax8. As a Technical Support Engineer at Pax8, you'll play a crucial role in interacting with our partners through multiple communication channels, providing technical support and escalation assistance on the vendors that we have on our line card.

Requirements

• Experience: At least two years of related experience in the technical support field, preferably with MSP-specific experience
• Skills
• Proficiency in managing email and team communication through MS Outlook and MS Teams
• Strong customer service communication skills with the ability to defuse frustrated partners and/or customers
• Excellent analytical and problem-solving skills
• Self-motivation, strategic creativity, and a drive for executional excellence
• Ability to build partnerships and work collaboratively to meet shared objectives
• Continuous learner who experiments when tackling new problems, using both successes and failures as learnings
• Ability to adopt innovations in business-building digital and technology applications
• Specialized Knowledge in One or More Areas
• Productivity : Admin-level experience with the Microsoft Office 365 platform. Experience migrating to Office 365, or from different versions of Microsoft Exchange. Understanding of PowerShell and its use with Office 365. Advanced knowledge of the Office 365 Desktop Suite. Fundamental knowledge of mail flow concepts and DNS
• Infrastructure: Advanced experience with Azure Virtual Desktop (AVD), host pools, FSLogix, hybrid configurations, and virtualization
• Continuity: Admin Level experience with BC/DR solutions, Microsoft Windows Server, SaaS-based backup solutions, and continuity-based products like Acronis and Veeam
• Security: Admin level experience with SaaS-based email security platforms and endpoint solutions like SentinelOne, Bitdefender, Proofpoint, and Ironscales
• Education & Certifications
• B.A./B.S. in a related field or equivalent work experience
• Industry-specific certifications preferred (e.g., Microsoft 365 Expert Admin, MCSA, CompTIA A+, Network+, Security+)

Responsibilities

• Provide Technical Partner Support
• Manage daily cases assigned
• Log into phone and case management systems according to schedule
• Resolve routine technical cases efficiently using technical knowledge of our various Stax solutions
• Escalate cases to upper-tier engineers and/or vendors when appropriate
• Oversee escalated support cases until resolution
• Maintain Product and Knowledge Specialization
• Develop and maintain knowledge around products specific to your team
• Collaborate with vendors to stay updated on information that may affect the team

Benefits

• Non-Commissioned Bonus Plans or Variable Commission
• 401(k) plan with employer match
• Medical, Dental & Vision Insurance
• Employee Assistance Program
• Employer Paid Short & Long Term Disability, Life and AD&D Insurance
• Flexible, Open Vacation
• Paid Sick Time Off
• Extended Leave for Life events
• RTD Eco Pass (For local Colorado Employees)
• Career Development Programs
• Stock Option Eligibility
• Employee-led Resource Groups