Technology Delivery Engineer

Pretium Enterprise Services, India•Des Moines, IA

1d•Hybrid

About The Position

The Technology Delivery Engineer will play a key role in resolving complex technical issues, mentoring junior team members, and driving continuous improvement initiatives. This position requires a minimum of four years of experience in technical support, along with advanced troubleshooting skills and a strong commitment to customer satisfaction.

Requirements

Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experience.
Minimum of four years of experience in technical support or a customer-facing role.
Advanced technical proficiency with a deep understanding of hardware, software applications, operating systems, and network infrastructure.
Demonstrated expertise in troubleshooting complex technical issues, utilizing diagnostic tools, log analysis, and debugging techniques.
Strong leadership and mentoring skills with the ability to inspire and develop junior team members.
Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively to customers and internal stakeholders.
Proven track record of delivering exceptional customer service and driving customer satisfaction.
Ability to thrive in a fast-paced environment, managing multiple priorities and deadlines effectively.
Vaccination against Covid-19 is required, except where prohibited pursuant to state or local law.

Responsibilities

Provide advanced technical support to customers via phone, email, chat, and remote assistance, serving as a subject matter expert and primary point of contact for escalated issues.
Lead troubleshooting efforts for complex hardware, software, and network-related problems, utilizing in-depth technical knowledge and diagnostic tools to identify root causes and implement effective solutions.
Mentor and coach junior technical support team members, providing guidance on best practices, troubleshooting methodologies, and customer interaction techniques.
Collaborate closely with cross-functional teams Networking, IT Infrastructure and Security to investigate and resolve complex technical issues, driving timely resolution and customer satisfaction.
Develop and maintain strong relationships with key customers, serving as a trusted advisor and advocate to ensure their technical support needs are met and exceeded.
Continuously assess and improve technical support processes, workflows, and documentation to enhance efficiency, scalability, and customer experience.
Document all technical inquiries, incidents, and resolutions in a ticketing system, ensuring thorough and accurate records are maintained for tracking and reporting purposes.
Participate in on-call rotation and provide after-hours support as needed to ensure 24/7 coverage and resolution of critical issues.