Support Engineer, Tier-1

MLC GROUP IT ·www.mlc.shazamme.com

Location US
Salary USD 10,000,000 - 15,000,000 / year
Type Full time
Level Mid
Source Shazamme
Engineering Design Customer Success Security
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As a Support Engineer, you will be a client-side technical support engineer improving customer satisfaction through pro-active engagement with our partners in Japan.

What you will do

  • Troubleshooting of client side part of the company security solution (mainly Windows)

  • Responsible for client-side customer requests under defined SLAs

  • Escalating difficult cases if necessary

Requirements

What we are looking for

  • 5+years technical support experience with customer oriented

  • Excellent Windows (mostly 7, 8, 10) troubleshooting skills (e.g. Windows slowness, freezes)

  • Knowledge of Windows services and boot process of Windows desktop machine (servers like IIS, MailEnable, Exchange etc. are not needed)

  • Clear understanding of investigation steps and the questions to ask customer during technical investigation

  • Native Japanese language, extensive experience communicating with Japanese customers in Japanese (both phone and email)

  • English (reading/writing) to be able to escalate issues to HQ support

  • Understanding of virtual environment techniques and support experience

  • Superb knowledge of troubleshooting tools for Windows (process monitor, process explorer, etc.)

  • Logical thinking

  • Excellent communication skills

  • Be able to explain highly technical things to the customers at various levels of technical knowledge

  • Networking knowledge (TCP/IP), understanding different types of proxies

  • Be able to troubleshoot networking problems with wireshark

  • Able to work independently with minimum supervision while constantly providing feedback to the relevant stakeholders

  • Enjoy learning new things and working in fast-paced environment

  • Strong advantage for candidates with:

    • Ability to debug applications using Windows memory dump files

    • Knowledge of remote package distribution software under Windows used in Japan (e.g. Skysea, etc.), Powershell scripting or knowledge

    • Ability to troubleshoot Mac and Linux services

    • Understanding the basics of cyber security

Frequently asked questions

Who is hiring for the Support Engineer, Tier-1 role?
MLC GROUP IT is hiring for the Support Engineer, Tier-1 position, a Shazamme client. Apply directly on the employer's career site.
Where is the Support Engineer, Tier-1 job located?
The Support Engineer, Tier-1 role with MLC GROUP IT is based in US.
What does the Support Engineer, Tier-1 role pay?
MLC GROUP IT lists the Support Engineer, Tier-1 role at USD 10,000,000–15,000,000 per year.
Is the Support Engineer, Tier-1 role full-time or contract?
This is a full time position at MLC GROUP IT.
What experience level is the Support Engineer, Tier-1 role?
The Support Engineer, Tier-1 position is aimed at mid-level candidates.
How do I apply for the Support Engineer, Tier-1 role at MLC GROUP IT?
Apply directly on MLC GROUP IT's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.
Apply direct