Technical Support Engineer

About harmon.ie

harmon.ie is a growing company which makes user experience tools for the fast-growing Office 365 market, built to deliver information the way the human brain works.

harmon.ie is a pioneer in Topic Computing; its flagship harmon.ie solution breaks down data siloes from business applications by grouping information by topics, thereby surfacing what’s most important to knowledge workers. harmon.ie provides a cohesive, people-first user experience supported by cognitive science and powered by machine learning to enhance employee productivity and help organizations overwhelmed with data. The company is recipient of a Microsoft Best App Award 2017, is a Microsoft Partner of the Year Finalist.

Job Description

We are looking to add to our top-notch, NYC-based sales team a bright and talented Technical Support Engineer to provide enterprise level technical support to customers. This engineer will provide support via phone, web, email, chat and other channels, including on-site visits as required and work with our Israeli-based award-winning product team. A background in engineering or IT support is required. The position can also evolve into a technical sales engineer position.

Core responsibilities

  • Taking ownership of customer issues reported and seeing problems through to resolution.
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues.
  • Escalate issues to the Product team and work closely with our developers to ensure successful case resolution.
  • Interact with Account Executives and Technical Sales Engineers to guarantee customer satisfaction.

Requirements

  • Strong problem-solving skills.
  • Excellent client-facing skills and passion for service.
  • BS degree in Information Technology, Computer Science or equivalent.
  • Proven working experience in enterprise technical support, IT support or as a technical engineer.
  • Knowledge of Office 365, SharePoint and supporting infrastructure.
  • Knowledge of Windows utilities and scripting.
  • Excellent written and verbal communication skills.
  • Experience with SharePoint administration/development – advantage. 
  • Programming and web development skills - advantage.

 

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