Onix is currently seeking a passionate, engaging and motivated individual to fill the role of Support Engineer. This person will provide enterprise level support to our customer’s admins and end-users via our ticketing system and multiple channels.
For this remote position, Onix may select an experienced Support Engineer or a person with less experience who would be trained by our existing staff members in order to “level up with us.” For this reason, years of experience are not specified but a certain aptitude for the requirements below must be evident in a resume/interview. Bilingual applicants along with those with the availability to work second shift Eastern time are preferred, but not required.
Take ownership of tickets and see problems through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Prepare accurate and timely reports
Help update and create documentation
Participate in the creation and testing of new processes
Be available to work in an on-call rotation
Required Skills and Experience
Willing and eager to learn
Great disposition when working with customers and ability to build credibility quickly
Ability to work in a fast paced, dynamic environment supporting multiple customers via multiple channels
Self-starter capable of working both independently and as a team
Preferred Skills and Experience
Experience with G Suite, Chrome devices and/or Google’s consumer products (e.g. Gmail, Drive, Calendar, etc.)
Understanding of networking concepts and/or email routing
Ticketing systems and queue management
Supporting Android and/or iOS devices in an enterprise environment
Working in and/or supporting cloud-based solutions
Managing or administering enterprise messaging platforms (e.g. Microsoft Exchange) and/or enterprise directory structures (e.g. Microsoft Active Directory)
Front/Backend development or scripting
Mobile Device Management and/or SAML-based SSO solutions
Additional language fluency is preferred (especially Spanish, Italian, or Portuguese)
It is the policy of Onix to ensure equal employment opportunity in accordance with the Ohio Revised Code 125.111 and all applicable federal regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex, (including sexual harassment), national origin, disability, age (40 years old or more), military status, or veteran status is illegal.
Onix will only employ those who are legally authorized to work in the United States or Canada. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.