Technical Support Engineer 1

About Broadview Solutions

Broadview Solutions is a prominent IT services provider serving diverse industries with tailored technology solutions. The company prioritizes crafting delivery models that meet each client's specific requirements, emphasizing efficiency and cost-effectiveness. A strong commitment to client satisfaction defines their approach.

Position Overview

Broadview Solutions seeks a highly motivated Technical Support Engineer to join their team. This role demands a customer-first mindset, keen ownership, and commitment to ensuring positive client outcomes. The individual will offer pivotal support to field engineers to facilitate successful site completions and exceptional customer experiences. Prior knowledge of field technologies and eagerness to learn are key.

What Broadview Provides

• A work environment that fosters positivity and support.
• Recognition of each team member’s integral role in company and client success.
• Emphasis on work-life balance through a comprehensive leave program for rest and rejuvenation.
• Opportunities for professional growth through skill development and career pathing within the organization.

Key Responsibilities

• Oversee field engineer activities and provide procedural assistance.
• Communicate Broadview's operational steps effectively to field technicians per established runbooks.
• Handle support inquiries, offering guidance to ensure work completion and customer satisfaction.
• Engage proactively with field staff on important projects to ensure clarity on tasks and goals.
• Document common issues and their fixes to build an organizational knowledge base.
• Evaluate job results and report on progress.
• Escalate concerns to higher-tier engineers, project managers, or clients as necessary.

Candidate Requirements

• Clear and professional communication skills with both internal teams and external customers.
• Strong analytical and problem-solving ability adaptable to a fast-changing work environment.
• Flexibility to adjust quickly to varied projects involving different technologies and scopes.
• A collaborative and independent work style demonstrating strong personal initiative.
• Pertinent experience in field service or remote technical support roles is advantageous.
• Preferred educational qualification is an Associate’s Degree or higher, or equivalent experience.