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Technical Support Engineer L3

Coates Group

This is a Contract position in Vancouver, ia posted July 23, 2021.

Primary Role Provide level 3 technical support for all clients in relation to installation, support, break fixes, commissioning and troubleshooting for all software issues in our product line.

A key requirement for this role is flexibility around working hours, as you will be required to work weekends and after-hours as part of a rotating roster.

Key Duties/Responsibilities
· Provide phone and email support, or remote assistance, to all clients
· Liaise with external clients and internal stakeholders to provide solutions and ensure service level agreements are met
· Troubleshoot, respond and resolve software/hardware issues
· Identify and diagnose bugs.

Collaborate with the development team to assist with resolution
· Address and resolve support tickets from our ticketing system
· Provide basic network support
· Physical build of media player hardware and installation of software (basic assembly, installing hard drives, and RAM).

· Compose knowledge articles on resolutions provided for future internal/external use Experience and Skills Required
· Background in IT systems
· Minimum 2 years of experience in technical support
· Experience providing level 3 support to external clients
· Knowledge and experience working in a Linux (especially Ubuntu) environment
· Good to have knowledge of scripting (e.g.

JavaScript, basic PHP, etc.)
· Experience with server hardware and software support in networking environments
· Understanding of server-client architecture Competencies and Attributes The competencies and characteristics required to successfully perform this role:
· Amazing customer support skills, and a desire to help customers with their problems
· Exceptional communication skills, both verbal and written English
· Flexibility around working hours – occasional weekends/after-hours work will be required
· Strong analytical skills
· Able to multi-task, with excellent time management and prioritization skills
· Highly organized, and able to follow detailed processes
· Self-motivated proactive attitude
· Strong work ethic
· Able to work in a high-pressure environment