Senior Technical Support Engineer

Summary

Join Lakeside Software, a leader in AI-driven Digital Employee Experience (DEX), as a Senior Technical Support Engineer. You will be responsible for providing technical support, diagnosing and resolving issues, collaborating with cross-functional teams, and customizing software. This role requires extensive IT support experience, proficiency in various operating systems and networking, and strong troubleshooting skills. Experience with SysTrack is a plus. The position offers a remote or hybrid work option, with a preference for candidates near Ann Arbor, MI. Lakeside Software is committed to diversity and inclusion.

Requirements

• 8 - 12 years in IT support, Managed Service providers or Proprietary Software Support
• At least 2 years of experience with SysTrack
• Demonstrated ability to read and interpret C++ or C# code to diagnose issues, understand functionality, and contribute to technical discussions
• Advanced Windows knowledge to include Windows Servers, Workstations, and Active Directory
• Advanced Network infrastructure experience (e.g., switches, routers, firewalls)
• Experience with troubleshooting Software application installation, testing and architecture issues
• Intermediate experience with Hyper-V, VMware, or other virtualization platform troubleshooting and administration
• Working knowledge of & experience with Mac/Linux Operating Systems
• Linux command line troubleshooting
• Working knowledge of DNS, DHCP, AD, Group Policy
• Understanding of relational databases (Microsoft SQL Server and other related Microsoft Business Intelligence technologies, e.g., Reporting Services, Integration Services, and Analysis Services)
• SQL query writing skills
• Experience in large scale (500+ users/devices) IT Data Center Support
• Experience handling Enterprise-size customers
• System hardware troubleshooting experience
• Working knowledge of ITSM tools

Responsibilities

• Accurately triaging and prioritizing customer issues
• Following standard processes for proper escalation of unresolved issues to appropriate internal teams
• Meeting and/or exceeding assigned Technical Support metrics and targets
• Instilling trust and deescalating customer issues when appropriate by determining workarounds, next steps and talking customers through a series of actions they need to take to resolve an issue
• Prioritizing and manage several open issues at one time
• Providing prompt and accurate feedback to customers
• Accurately and promptly documenting actions taken on issues into the system log
• Documenting technical knowledge in the form of knowledge articles
• Explaining technical solutions and setting expectations on outcomes
• Serving as a strong team player and collaborating, as appropriate, with our cross functional teams

Preferred Qualifications

Additional experience with SysTrack or other agent-based environments

Benefits

US remote or hybrid