Technical Support Engineer

About Brite

Brite Systems is an Information Technology company specialized in consulting and software development. We have been successfully implementing solutions for the public and private sector since 2006.

We focus on providing our clients with simplified, innovative technological solutions to improve and streamline the user experience. Brite Systems confidently brings the right people, customized approach, and successful track record to each opportunity. If you are looking to be part of a strong, collaborative culture, Brite Systems is the place for you to grow your career.

Essential duties and responsibilities include the following

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Provides application support relating to software functionality, incident resolution and systems configuration, through various mediums, including case escalations, phone, email and chat.

Recognizes both basic and advanced problems, conducts research, provides resolutions and follows up with customers as needed, escalating more complex cases to the appropriate team

Logs and tracks calls using problem management database and maintains history records and related problem documentation

Meet and exceed established benchmarks and expectations

Prepares standard statistical reports, such as help desk incident reports

Consults with programmers to explain software errors or to recommend changes to programs

Stay current on all key support topics, including product knowledge and required technical and soft skills

May test software and hardware to evaluate ease of use and whether product will aid user in performing work

Provide expert, top quality customer support, including professional, courteous and timely communication during all levels of interaction

Provide guidance and coaching to fellow Tier I employees

All other duties as assigned.

Qualifications To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Qualifications include:

1-3 years prior experience in a technical support role

Proficient in Microsoft Office suite

Familiarity with Cloud based technologies

Strong attention to detail and time management

Strong oral and written communication skills

Strong customer service and conflict resolution skills

Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes

Associates degree or equivalent work experience, Bachelors degree preferred.

Brite Systems is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.