The Support Engineer checks and responds to incoming support requests escalated from the Help Desk or directly from users. The Support Engineer diagnoses and resolves technical software issues, performs a variety of maintenance, end-user support and support tasks to ensure systems meet company and user requirements. The Support engineer also documents, tracks, monitors, and fixes issues when possible or escalates, to ensure a timely resolution.
Key Responsibilities:
- Troubleshoot and resolve issues that arise with systems supported by the Bellevue web development team
- Collaborates with agile team members to determine long-term solutions to issues
- Provides support for production applications
- Collaborates and communicates with internal and external groups and vendors when issues arise
- As this is a path towards a developer position, this person will also be involved in QA and mini projects that assist the existing teams
- Responds to Tier I and 2 support requests (i.e., telephone, e-mail, support-portal and personnel requests) to resolve technical issues of medium to high complexity
- Resolving more complex issues requiring detailed systems and applications knowledge, which may have been escalated from Level 1
- Prioritize outstanding tickets
- Work consistently and quickly to resolve the cases they are qualified to handle
- Perform scheduled tasks as assigned
- Updates guides as practices change
- Identify issues and suggest operational improvements
- Actively contribute to ongoing process improvement
- Ability to complete multiple simultaneous projects in a timely manner