Responsibilities:

  • Manage frontline tickets and phone support
  • Troubleshoot hardware, software, and firmware
  • Analyze data across multiple OS platforms (Windows, Mac, iOS & Android)
  • Assist with escalations from Tier 1 Support Engineers
  • Train and mentor Tier 1 Support Engineers
  • Help team members meet or exceed Service Level Objectives
  • Identify, test, and document possible trends to be escalated to engineering/Tier 3

Qualifications/Experience:

  • 3+ years of customer support experience (ideally within Networking/MSP space)
  • Language skills: English, with proficiency in French and/or German preferred 
  • Strong written and verbal communication skills, including strong, soft skills and the ability to work under pressure
  • Must possess strong technical troubleshooting skills – able to parse log data and analyze customer environments for issues
  • Must possess a high-level understanding of networking equipment and environments
  • Advanced understanding of Audio/ Visual equipment and functionality
  • Expert time management skills and demonstrated ability to manage both individual caseloads as well as involvement in escalated/complex cases
  • Experience with video and multimedia streaming, network hardware, and software preferred
  • Knowledge of network protocols (TCP/IP, Service Ports, DNS, NTP)
  • Experience with CRM tools (i.e., Salesforce, ServiceNow, Zendesk)
  • Experience with defect and test tracking tools (i.e., Bugzilla, JIRA, Rally) is a plus
  • Bachelors in Computer Science or MIS/CIS or equivalent experience
  • Passion for technology and the curiosity to learn and share knowledge
  • Detail-oriented and customer-centric, able to bring a different perspective and approach to every problem

Why Mersive:

  • Competitive compensation and benefits program
  • Work/Life Balance
  • Culture of collaboration, integrity, authenticity, and innovation.
  • High growth and endless opportunity
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