Technical Support Engineer
GroupLogic (www.grouplogic.com), based in Arlington, VA, helps enterprise IT organizations simply and securely integrate diverse computing platforms into enterprise environments, connecting employees to enterprise files, content and assets to facilitate a more productive and efficient work environment.
With more than two decades of experience, GroupLogic leads the marketplace in helping IT organizations effectively and easily manage the integration of Apple Macintosh computers and leading mobile devices, such as iPad and iPhone, into the enterprise ecosystem. We are currently looking for an experienced Technical Support Engineer to join our team supporting our enterprise and mobility products.
The Support Engineer will be responsible for helping GroupLogic customers with technical problems and questions through email, phone, and computer conferencing. We provide comprehensive pre- and post-sale support to our customers to answer questions about the products, solve problems, implement workflows and troubleshoot complex problems.
The position is based in Arlington, Virginia and reports reports to the VP of Services & Support.
The Support Engineer will handle all aspects of support, including:
- Responding to customer emails, calls, and web requests.
- Creating cases and updating cases.
- Working with customers via phone, email and Internet conferencing.
- Working intensively with customers on complicated cases as needed. (We spend hours or even days working with customers when needed.)
- Reproducing problems.
- Implementing complex multi-platform and multi-product workflows.
- Learning new technologies and products.
- Escalating requests and bugs to the Development team.
- Writing up solutions
Desired Skills & Experience
- Bachelor’s degree required.
- Minimum of 3 - 5 years of technical support experience. Will also consider other relevant experience such as sales engineering and quality assurance.
- Knowledge of Mac, Windows and Linux, with deep experience in at least one, preferably two.
- Knowledge of iOS or Android desired.
- Knowledge of networking and protocols.
- Excellent troubleshooting skills.
- Attention to detail and effective time management are critical.
- Excellent communication skills, both oral and written.
- Writing samples will be requested.
Please submit your cover letter and resume to tsjobs@grouplogic.com
About GroupLogic
GroupLogic helps enterprise and education IT organizations simply and securely integrate diverse computing platforms into enterprise environments, connecting employees to enterprise files, content and assets to facilitate a more productive and efficient work environment. With more than two decades of experience, GroupLogic leads the marketplace in helping IT organizations effectively and easily manage the integration of Apple products into the enterprise ecosystem. Whether IT organizations are looking to integrate existing Apple assets, purchase additional Apple hardware like Macintosh computers and iPad mobile digital devices, or want to take advantage of the hardware costs savings that accompany the adoption of IT consumerization, GroupLogic enables IT organizations to easily and securely manage the rapid integration of diverse platforms while ensuring resources are optimized. GroupLogic enables the enterprise to focus on what is really important - competitive differentiation, improved employee productivity, mitigated risk and reduced costs. GroupLogic's proven products-mobilEcho, ExtremeZ-IP, ArchiveConnect, and MassTransit-are in use by some of the world's most innovative companies, including Christie's, International Greetings and Omnicom Group.