Support Engineer US
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Job Location:
Fort Lauderdale, FL - USA
Monthly Salary:
Not Disclosed
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
About Imagicle
At Imagicle we deliver AI-powered UC and CX apps Omnichannel Contact Center & Receptionist with Virtual Agents Compliance & Quality Recording and Advanced Analytics delivering faster smarter and easier communication and collaboration across cloud hybrid and on-prem environments for Cisco/Webex and Microsoft Teams
Rooted in a culture of passion respect commitment and happiness weve built a 16-year legacy of growth and excellence. With our applications used in over 150 countries we are proud to empower businesses worldwidefrom Europe to the Americas and the Middle East.
About the role
We opened the US subsidiary in Miami (Fort Lauderdale) in July 2017 to focus and grow in the North and Central America market with an active set of channel partners and customers already working with us. Thats why we want to build a strong local team for sales services and technical support.
Today we are looking for a technology enthusiast to join our technical Support Team as Support Engineer in Fort Lauderdale Florida. The Imagicle Support Team is critical to our future success so we are looking for the absolute best people out there to take care of our customers happiness.
Are you up for the challenge So Imagicle is the right place for you!
What you will do in Imagicle
- Providing high-quality technical support for the Imagicle products deployed on-premise or provided as cloud SaaS.
- Taking ownership of technical issues and customer concerns.
- Coordinating with our development and technical teams to resolve complex issues involving product defects or architectural issues
- Manage customer complaints and escalate issues to the team leader only when necessary.
- Provide technical training to customers as required
- Documenting problem resolution steps
- Sharing knowledge and experiences with the rest of the team in a spirit of continuous improvement.
Required skills
- Passion for IT and technology: strong interest in the world of IT and innovation.
- Priority management and autonomous daily work organization.
- Professional experience: at least 1 year in technical support for customers or partners.
- Ability to handle customer interactions with patience empathy and a focus on building trust.
- Education: preferably a degree in science or equivalent.
- English language proficiency in both speaking and writing. Spanish a plus.
Technical skills
- Familiarity with Windows Server operating systems.
- Knowledge of fundamental networking concepts.
- Experience with UC platforms (e.g. Cisco Microsoft Teams)
- Knowledge of VoIP SIP IP telephony
- Experience in trouble ticketing tracking
- And it would be better if...
- You are familiar with cloud architectures and systems.
- You are certified in either Microsoft Teams or Cisco Collaboration Solutions.
- You are familiar with any scripting language (batch bash python Powershell JS etc.).
- You are familiar with generative AI tools (chatGPT Gemini etc.) to support your daily work (text editing tasks automation)
- You are familiar with Active Directory/Entra ID integrations
- You are familiar with basic network concepts (firewalling certificates management)
- You are familiar with the configuration of application/web servers and databases (e.g. IIS SQL Server)
What we offer
- Competitive Base Salary
- Full benefits (Health Vision Dental) effective day one covered at 100%
- 10 vacation days 10 National Holidays days 5 personal/sick days
- Flexible PTO plan
What you will find
- an informal environment where you live in harmony and where we count on you to make it better because Its always a matter of people happy
- a growing team of outstanding colleagues competent and always ready to give a hand
- innovative working Cloud tools to collaborate
- the search for a continuous improvement of working methods
- the opportunity to specialize on modern Unified Communications & Collaboration architectures
The position requires regular presence in our local offices in Fort Lauderdale. Occasional workfromhome arrangements may be authorized in exceptional cases by the team manager.
You are required to operate during the United States working week. You will be part of Imagicle Inc.
Imagicle takes care of people regardless of national origin race sex religion etc. We love diversity and inclusion and every applicant will receive the same consideration for the position.
Required Experience:
IC
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
About Company
Imagicle is an Italian company with offices worldwide, offering an all-in-one suite of must-have UC applications to enhance communications and collaboration for companies of all sizes. Currently, Imagicle streamlines and improves the work of over 20,000 customers spread in 150 countri ... View more
