Technical Support Engineer

Associate Support Engineer I

Our great client in Downtown Milwaukee has an immediate opening for a Technical Support Engineer. Interested candidates should apply with resume to aboettcher@apexsystems.com.

This is a hybrid position. 3 days (Mon, Tues, Wed) onsite at our Milwaukee or Franklin, WI office.

About the Role: To support our growing team, we are looking for an Associate Support Engineer to work with our Field Experience team. You're the right fit if you love to solve problems and are always striving to learn new things. We're looking for self-motivated and self-driven engineers who are passionate about what they do and love technology.

As an Associate Support Engineer (PX- Planning Experience Tier 1), you will be directly supporting the Field Experience as it relates to the Complex Planning Experience platform. In addition to being a voice of the user across the Planning Experience Platform team, you will be working directly with a wide variety of field and Home Office users, both helping to resolve their technical questions and issues and to help them use PX to maximize their effectiveness, efficiency, and productivity.

Key Responsibilities:

• Uses knowledge of PC, mobile devices, hardware, software configurations, operating systems, and LAN to resolve technical environment issues and provide implementation support to effectively support our customers. Provides omni-channel technical support (Home Office and Field) in a fast-paced, high-pressure environment while multi-tasking (e.g. two simultaneous chat windows) and/or reprioritizing efforts as needed.
• Performs initial client experience consultation to include applying functional/technical knowledge for problem/issues analysis, use of software tools to assist in developing solutions, and test fixes to resolve first action whenever possible.
• Seeks more complex assignments and issue resolution to gain experience in becoming a cross-functional technical subject matter expert in both Field and home office technology support.
• Identifies process/service improvement ideas with a continuous learning and improvement mindset. Partners with more experienced team members to help drive innovation and idea implementation where possible.
• Ability to establish strong interpersonal relationships with internal and external teams. Participates in temporary project/support assignments as needed.
• Leverages experience, existing communication channels, and knowledge management to execute processes and resolve issues while exciting and level-setting clients about the technology environment. Offers ideas to enhance client experience.

Desired Qualifications and Skills:

• Associate or Bachelor's degree in Computer Science, MIS, or related field OR a significant amount of directly related work experience required
• Minimum of 2 years technical Help Desk experience
• Advanced knowledge in computer, mobile device hardware, and software troubleshooting including proficiency in using software support tools.
• Demonstrates strong customer service skills that translate both inside (HO) and externally (Field), verbally and in writing at all levels in a succinct yet understandable fashion based on audience.
• Includes exemplifying a professional image that supports the vision of future service and the ability to provide multi-channel support in a rapidly changing technology environment. Resolves issues while exciting and level-setting clients about the technology environment. Offers ideas related to enhancing the client experience.
• Strong oral and written communication skills, including the ability to quickly build rapport and create a distinctive client experience.
• Strong analytic skills and ability to solve problems
• Initiative and motivation to include willingness to share feedback to drive process improvement
• Keen attention to detail including proficiency in clear and understandable ticket documentation.
• Ability to adapt to the changing needs of the business.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystems.com or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.