Irth

Irth Solutions is a leading provider of SaaS cloud-based asset protection solutions that focus on damage prevention, risk analysis, and network infrastructure resilience. With nearly three decades of experience, Irth Solutions offers a wide range of fe...

Diversified Telecommunication Services

Telecommunication Services

51-250 (90)

Founded 1985

12 open positions

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Technical Support Engineer

1 hour, 58 minutes ago

United States

Full-time

Mid Level

Customer and Technical Support

Bash Linux macOS Power BI PowerShell Python

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Irth

Diversified Telecommunication Services

51-250

Founded 1985

View All Jobs 12

Description

Respond to and resolve customer technical inquiries via phone, email, and conference calls.
Troubleshoot and diagnose complex hardware, software, network, Ops Log, parsing, and transmission issues.
Provide solutions and workarounds that minimize disruption to customer operations.
Escalate unresolved issues to higher-level support or specialized teams when needed.
Monitor system performance and manage Ops Log, parsing, No CDCs, and transmission issues.
Manage Freshdesk case volume in accordance with policy.
Maintain clear communication with customers through updates, follow-ups, and issue resolution.
Document customer interactions, technical issues, and resolutions, and maintain user guides and technical documentation.
Collaborate with IT, development, and QA teams to resolve bugs and improve product quality.
Train, mentor, and share best practices with other support staff.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field preferred.
3-5 years of experience in technical support, IT support, or a related role.
Experience troubleshooting and resolving complex technical issues.
Proficiency with Windows, macOS, and Linux operating systems.
Strong knowledge of networking protocols, hardware components, and software applications.
Experience with remote support tools and help desk software.
Familiarity with scripting and automation tools such as PowerShell, C+, Python, or Bash.
Strong problem-solving, analytical, communication, and interpersonal skills.
Ability to work independently and collaboratively in a team environment.
Willingness to work flexible hours, including evenings and weekends, and participate in an on-call rotation.

Benefits

Competitive salary.
Medical, dental, and vision insurance.
401(k) with company match.
Flexible PTO policy plus company-paid holidays.
Life insurance, pet insurance, and discounts/perks programs.
One-time work-from-home stipend.
Team events, including monthly lunches, volunteer outings, and quarterly gatherings.
Access to snacks, beverages, and coffee at the Columbus, Ohio office for hybrid employees.

Interested in this position?

Apply directly on the company website

Apply Now

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