Sr. Technical Support Engineer

A Sr. Technical Support Engineer at Conductor is responsible for providing expert-level technical support, managing escalated issues, maintaining IT systems, and assisting employees with their day-to-day IT needs. They also collaborate with other teams to troubleshoot complex problems, maintain documentation, and ensure security compliance while enhancing overall employee productivity.

To excel as a Sr. Technical Support Engineer at Conductor, candidates should have 5+ years of experience in technical support within a corporate setting, preferably in a SaaS environment. Proficiency in managing Google Workspace, a strong understanding of networking concepts, and experience with SaaS applications and end-user support for both Mac and PC systems are crucial qualifications. Additionally, having certifications like CompTIA A+ or MCSA would be advantageous.

Conductor prioritizes global support for its employees. The Sr. Technical Support Engineer will be expected to handle IT-related issues for team members across different time zones and remote locations. This includes providing remote assistance for IT needs through various communication channels, including ticketing systems, email, chat, and phone.

The Sr. Technical Support Engineer at Conductor will work with a myriad of technologies, including Google Workspace for productivity, VPN technologies for secure connections, and various SaaS applications like Zoom and Slack. Knowledge in managing user accounts with Okta and Active Directory is also essential, alongside familiarity with endpoint management tools.

At Conductor, career growth is fostered through continuous learning and cross-functional collaboration. A Sr. Technical Support Engineer can expect opportunities for professional development, training in advanced technologies, and potential pathways to leadership roles as the tech team evolves to meet new challenges and demands.

When tackling a complex technical issue, I start by gathering as much information as possible from the user. I then replicate the issue or conduct further research to diagnose the problem. Following this, I proceed with a structured approach to isolate the cause, test potential solutions, and finally implement the fix, ensuring I communicate effectively with the user throughout the process.

In my previous role, I managed Google Workspace effectively by handling user account setups, permissions, and access controls. I followed best practices to ensure security settings were appropriate and helped in training employees to maximize the productivity of tools available within the platform. I've also resolved common user issues related to Google applications promptly.

I prioritize IT requests based on urgency and business impact, ensuring critical issues affecting productivity are addressed first. I also maintain a communication flow by updating employees on their requests’ status, which helps manage expectations and satisfaction.

I have extensive experience using remote desktop tools such as TeamViewer and AnyDesk to resolve issues quickly for remote employees. Additionally, I effectively utilize ticketing systems to track requests and follow up on resolutions, ensuring a seamless support experience.

I actively engage with online tech communities, attend webinars, and participate in IT conferences. I also subscribe to industry publications, which helps me stay informed about emerging technologies and best practices that I can implement in my role.

In my previous position, I had an escalated case where a critical software outage was affecting an entire team. I quickly assembled a small group of experts to tackle the issue, coordinated the communication with users, and ensured a timely resolution by implementing our troubleshooting protocols effectively.

Documentation is crucial in IT support as it provides a reference for both support staff and users. It ensures consistency in resolving issues, helps streamline processes, and empowers users with self-service options to solve common problems independently, ultimately enhancing the efficiency of support operations.

I ensure security compliance by following established protocols and guidelines related to data handling and system access. Regularly conducting audits, updating security settings, and educating employees about best practices are pivotal parts of my strategy to maintain a secure IT environment.

In my previous role, I provided support for various SaaS applications, ensuring user access, troubleshooting functionality issues, and assisting with integrations. I collaborated with both users and vendors to facilitate a smooth user experience, which was crucial for the productivity of remote teams.

The most rewarding part of being a technical support engineer is the satisfaction that comes from helping others. Solving an employee's problem efficiently not only boosts their productivity but also fosters a sense of teamwork and collaboration within the organization.