Support Engineer

     

    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 position at Onix HQ in Lakewood, Ohio, 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 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.

    Primary Responsibilities
    • 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
    • An attitude of willingness/eagerness to learn is essential
    • 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 Google Cloud 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
    • French or Spanish language

    To apply for a career with Onix, please send your resume to careers@onixnet.com