Solutions Support Engineer I - job 2 of 2

Solutions Support Engineer I

Based in Cleveland

Company Overview:

• Park Place Technologies optimizes our global customer bases Data Center and Network Uptime and Performance. We make IT infrastructure management less time consuming and more cost efficient, while boosting IT performance, staff productivity, sustainability, and uptime.

Job Summary:

• We are seeking highly motivated Solutions Support Engineers, with strong communication skills, and who have a passion for customer success to join our team.
• In this role, you will be responsible for providing technical solutions support to our customers. You will work closely with our internal teams, and partners, if required, to identify and resolve issues in a timely manner.
• You will be fully trained on our systems and processes and must demonstrate the ability to be self-motivated with a strong sense of ownership.

Key Responsibilities:

• Monitor customers issues via our internal ParkView and Central Park portals.
• Receive direct customer issues via Phone & Chat.
• Work with customers to resolve both hardware and software technical issues.
• Develop action plans in a timely manner for internal or external parties to execute. This includes interpreting log files from an array of products, as well as monitoring customer infrastructure and environments.
• Attend workshops, review technical documentation, and apply this information to customer environment.
• Create Knowledge that can be used by internal and external parties.

Qualifications and Skills:

• Technical qualification in Computer Science, Engineering or proven experience in technical support or customer-facing roles
• Strong troubleshooting and problem-solving skills, with the ability to analyze complex issues and provide effective solutions.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to work independently and collaboratively within a team environment.
• Knowledge operating systems and scripting is a plus.

In the last 10 years, PPT has:

• Grown from 200 employees to over 2,300.
• Acquired and successfully integrated 22 companies.
• Heavily expanded its portfolio to include Parkview Managed Services, Professional Services and Entuity Software.
• Gone from supporting several countries, to supporting 190.

Top Rated Benefits for the US:

• Comprehensive Healthcare, including; Medical Insurance, Dental Insurance, Vision Insurance, Flexible Spending Accounts
• Disability Insurance
• Life / AD&D Insurance
• Voluntary Benefits
• 401(k)
• Profit Sharing Bonus
• Employee Assistance Programme
• Time Off Policies
• Flexible PTO
• Annual Merit Reviews

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)