Onsite Technical Support Engineer

About the role

AvePoint is looking for a bright, friendly Onsite Technical Support Engineer with excellent communication skills, a willingness to learn new technology and a strong customer service record. The role involves onsite implementation, troubleshooting technical issues, working closely with the Support and R&D team, maintaining software applications and infrastructure, and giving timely customer feedback and solutions. It suits someone who wants to build IT and communication skills in a variety of challenging IT environments.

Key responsibilities

• Act as a representative for project-specific customer technical inquiries and issues, taking ownership until they are resolved.
• Ensure customer satisfaction in project support and maintenance.
• Collect information and carry out deep-dive analysis, diagnosis and troubleshooting onsite.
• Maintain infrastructure, including OS patching, application patching and minor infrastructure changes.
• Work with onsite support and remote R&D resources as a team to resolve incidents promptly.
• Interface with technical staff from vendors and customers.
• Write documentation such as maintenance guides and step-by-step issue-resolution procedures.

Required profile

• Experience in basic infrastructure fields, especially Microsoft SharePoint and Dynamics; SharePoint experience is preferred.
• Vendor-based software delivery experience is preferred.
• Strong analytical and troubleshooting skills.
• Energetic, motivated team player who can work under tight deadlines and pressure.
• Good interpersonal skills, resourceful and able to take ownership.
• Organized, meticulous and able to work independently.