Tier 1 Technical Support Engineer

Summary

Join Blackpoint Cyber, a leading cybersecurity company, as a Tier 1 Support Engineer. You will be the first point of contact for customers, addressing support tickets and phone calls. This role requires strong problem-solving skills, excellent communication, and experience in technical support. You will troubleshoot technical issues, escalate complex problems, and maintain a knowledge base. The ideal candidate is passionate about customer service and eager to grow their skills. Blackpoint Cyber offers competitive benefits, including health, vision, dental, and life insurance, a 401k plan, and discretionary time off.

Requirements

• 2+ years of experience in a Technical Support role (or equivalent)
• Familiarity with ticketing systems like Zendesk or similar platforms
• Basic understanding of common IT concepts, including: Operating systems (Windows, Linux, and macOS)
• Basic understanding of common IT concepts, including: Networking basics (IP addressing, VLANs, DNS, DHCP, firewalls, etc.)
• Basic understanding of common IT concepts, including: Software installations and basic configurations
• Strong problem-solving skills and attention to detail
• Excellent written and verbal communication skills, able to explain technical concepts to non-technical customers effectively
• Ability to handle multiple tasks simultaneously in a fast-paced environment

Responsibilities

• Monitor and respond to incoming support tickets
• Provide first-line assistance to customers via phone, email, or chat, ensuring timely and accurate resolution of inquiries
• Troubleshoot common technical issues, including basic software configurations, account setup, and connectivity issues
• Escalate complex or unresolved issues to Tier 2 or Tier 3 engineers with detailed notes and troubleshooting steps taken
• Ensure excellent customer service by following up on open tickets, ensuring resolution, and maintaining clear communication with customers
• Document resolutions and contribute to the team knowledge base to improve efficiency and support consistency
• Maintain a strong understanding of company products, services, and standard operating procedures
• Participate in training sessions to enhance technical knowledge and customer service skills

Preferred Qualifications

• Friendly, customer-focused attitude with a commitment to solving customer problems efficiently
• Strong organizational skills and time management
• Team-oriented mindset with a willingness to collaborate and learn from peers
• Calm and patient demeanor when handling frustrated or confused customers
• Enthusiasm for learning new technologies and support tools

Benefits

• Work with cutting-edge technology in a collaborative and innovative environment
• Opportunities for career growth and development
• A culture that values customer-centric thinking and continuous improvement
• Competitive Health, Vision, Dental, and Life Insurance plans
• A robust 401k plan
• Discretionary Time Off
• Other minor perks