Technical Support Engineer (Tier-3) - REMOTE
World, FL Operations
Job Type
Full-time
Description

    

Explore a Career with Skillable. Make a difference every day.

Skillable is a 100% remote and virtual company. You will be expected to be a member of a highly talented and productive team, maintain a high degree of output and focus with minimal daily supervision, working on tasks assigned, while enjoying the benefits of a work from home organization.


To help drive team culture and good working relationships, Skillable leverages remote co-working sessions from time to time in different locations around the United States, where the team comes together to work and get to know each other better. 


Become part of the Skillable team, where we want you to love your work !


Job Summary 


The Technical Support Engineer (Tier 3) is vital in the Skillable Customer Operations department. This position is entirely remote, and therefore a qualifying candidate is expected to have a home workspace that includes a private, quiet area for meetings and conference calls and occasional travel (This may include travel outside the US). Technical Support Engineer (Tier 3) functions as Tier-3 support, assisting the Skillable Technical Services Support (Tier-1 and Tier-2) with advanced lab issues.



Reporting Structure


The Technical Support Engineer (Tier 3) reports directly to the Tier-3 Manager.

  


Essential Job Duties 

  • Ability to sit for long periods
  • Ability to effectively manage one's time in a remote work-from-home environment.
  • Ability to operate equipment such as telephone, computers, etc.
  • Ability to advocate for clients within Skillable
  • Participation in daily and weekly meetings
  • Build and Maintain Skillable Internal Lab Profiles by configuring Virtual Machines, Cloud Services & ancillary documents, and resources as needed
  • Build and maintain Microsoft Official Curriculum and Microsoft Community courses within the provided timeframe
  • Assist with Event Preparation as needed  
  • Assist with deployment of lab files for large scale events featuring Skillable hosted labs
  • Opportunities may involve traveling to provide on-site event assistance
  • Content Ticket Management
  • Respond to and resolve tickets promptly utilizing the Zendesk Support Software
  • Ensure tickets are tagged, triaged, and addressed appropriately, promptly, and within SLA limits
  • Effective escalation and follow-up of issues as needed
  • Provide timely and excellent customer service
  • Content Provider Lab Management
  • Attend Content Provider meetings and work with Content Provider on their build schedules
  • Troubleshoot and escalate issues with labs to Content Provider contact


 Collateral Job Duties

  • Documentation
  • Create and maintain content related documentation for both internal and external use
  • This may include written guides and demo labs on best practices for lab development, internal errata, fixes for common issues, etc.


Requirements

Required

  • Good Working Knowledge of the configuration and management of both Windows and Linux Operating Systems.
  • Familiarity with any of the major cloud provider platforms:
  • Amazon Web Services (AWS)
  • Azure
  • Google Cloud 
  • Good Working Knowledge of any of the following:
  • Hyper-V
  • VMWare
  • Docker
  • Strong familiarity with a scripting language (i.e., PowerShell, Python, JavaScript, BASH)
  • Strong understanding of Regular Expressions (REGEX)
  • Comfortable working from home and a self-motivator
  • Expert ability to analyze, troubleshoot, and find solutions independently and within a team
  • Ability to learn quickly, with a strong interest in technology
  • Strong ability to multi-task and prioritize  
  • Clear and professional communication skills – both written and verbal

 Preferred

  • Technology certifications (Windows Server, VMWare, Azure, AWS, and Virtualization related primarily)
  • Usage and understanding of the following Lab on Demand platform aspects:
  • Virtual environment set up and maintenance using Azure, AWS
  • Content creation and management using Markdown
  • Good working knowledge with any of the following technologies:
  • SharePoint
  • Azure DNS
  • O365 and M365
  • Windows Domain Environments
  • Azure Policy

    

Physical Demands 


1. Ability to frequently remain in a stationary position. 

2. Ability to frequently communicate and exchange accurate information. 

3. Ability to constantly operate equipment such as telephone, computers, etc. 



To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. 


If you meet the above requirements and are looking for a rewarding career, please take a moment to share your background with us by applying online. Skillable is an Equal Opportunity Employer and offers full-time employees a robust benefit package, to include: Medical, Dental, Vision, Prescription, Healthcare Savings Account, Flexible Spending Account, Dependent Care Reimbursement Account, Retirement Savings Plan (100% match of employee 401(k) contributions up to 3% of their compensation, then 50% matching contribution of next 2% of employee's compensation), Wellness Program and reimbursement, Travel Assistance Program, Short-term Disability, Life and AD&D, Accident Recovery, Employee Assistance Program, Long-term Disability, Critical Care, Cancer Care, Hospital Indemnity, Discount Program, Home Office/Communication Reimbursement, Generous Paid Time Off, Sick Time, Personal Time, 10 Company Recognized Holidays, 1 Floating Holiday, Employee Recognition Programs, Company Trips, and even Pet Insurance!



















Salary Description
$50,000-$60,000