• Support Engineer

    Location US-TN-Nashville
    Job ID
    2019-25048
    Job Family
    Information Technology
  • Overview

     

    Why work with LifeWay IT (tech.lifeway.com)?

     

    LifeWay is the world’s largest provider of Christian resources. As one of 2018 Forbes’ Best Midsize Employers and Best Employers for Women, and one of the largest IT teams in Nashville, LifeWay IT is as innovative with technology solutions as we are with employee work-life balance, work environment, and culture. This position offers some remote work, a casual work environment, and flexible hours.

     

    The Support Engineer provides technical support related to the management of day-to-day user hardware and software issues. The ideal candidate possesses excellent troubleshooting skills for isolating problems and determining/implementing solutions, as well as the desire to take the initiative to own and resolve customer issues. If you are a support engineer with the below experience please apply. 

    Responsibilities

    • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
    • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution; Meet or exceed customer expectations on response quality, timeliness, and overall experience
    • Manage users and permissions across both internal and cloud services (Google Suite, Active Directory, AWS, GitHub)
    • Configure and troubleshoot AV and video conferencing technologies (Zoom)
    • Collect information and document product issues for process improvement and so that common or emerging issues can be addressed before becoming widespread
    • Innovate beyond existing industry standard practices to come up with process improvements and new ways to delight customers

    Qualifications

    • Bachelor's degree in Computer Science, Information Technology, Engineering, or related degree
    • 4+ years of experience providing technical support and/or system administration in a customer-facing role
    • Experience supporting cloud applications such as Google Apps, Office 365, Salesforce, Workday, NetSuite, Box, etc.
    • Strong relationship management, customer service and communication skills through a variety of platforms
    • Technical documentation skills
    • Strong analytical and organizational skills

     

    Preferred Qualifications for Support Engineer

    • CompTIA A+ certification
    • Experience supporting Identity Access Management solutions
    • Experience supporting n-tier web applications.
    • Experience supporting REST APIs

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