Technical Support Engineer

Job Title

Technical Support Engineer

Reports to

Chief Experience Officer

Job Summary
Wealth Access is looking for a Technical Support Engineer to provide enterprise-level assistance to our clients.

Technical Support Engineer responsibilities include proactively diagnosing and troubleshooting software issues, resolving network issues, performing data reconciliation, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

If you’re naturally a helper, enjoy assisting people with computer issues and can explain technical details simply, we’d like to meet you!

Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

Research and identify solutions to software issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Track computer system issues through to resolution, within agreed time limits and service level objectives
Ask clients targeted questions to quickly understand the root of the problem
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal team members
Ensure all issues are properly logged into Jira
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Document technical knowledge in the form of notes and manuals
Maintain positive relationships with clients

Requirements

Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Good understanding of computer systems, mobile applications/devices, other tech products, and financial data structures
Ability to diagnose and troubleshoot basic technical issues
Familiarity with Jira/Kanban/Agile work environments
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
BS degree in Information Technology, Computer Science or relevant field
Professional experience in the financial services industry a plus

Benefits:

401(k)
Dental insurance
Disability insurance
Health insurance
Paid time off
Retirement plan
Vision insurance

Schedule:

Monday to Friday

Supplemental Pay:

Bonus pay

Education:

Bachelor's (Preferred)

Experience:

Technical/Desktop Support or IT Help Desk Technician: 3 years (Preferred)
Financial services: 2 years (Preferred)

Company's website:

https://www.wealthaccess.com/

Work Remotely:

No