Technical Support Engineer

We are looking for an experienced and talented individual with excellent problem solving and communication skills to join our technical support team.

Our Tier II/III Technical Support Engineers provide second-tier technical support for Uniguest customers via telephone, chat, and support portal.  Tier II/III takes ownership of break/fix customer issues and represents a higher level of resolution skill and customer satisfaction for our business.

You will have the opportunity to work with our field engineers and support engineers to fully understand the problem and diagnose and reproduce issues as well as assist the development team in solving issues.  You will also collaborate with our engineering and product teams to define extra functionality that either improves the stability of the software or makes issue diagnosis simpler.

Primary Responsibilities

• Contribute to the IP of Uniguest and support the mission of the company and the technical support group.
• Provide technical support for customers by troubleshooting a variety of applications and product lines.
• Assist Tier I agents by providing guidance, clarifying processes, and reinforcing best practices to improve first-call resolution rates.
• Encourage and promote the use of the Knowledge Base, identifying areas for improvement and training Tier I's on effective usage.
• Take ownership of complex customer issues, ensuring timely resolution while minimizing unnecessary escalations.
• Work with customers and their IT teams to resolve long-duration issues effectively.
• Demonstrate internal leadership through initiative-taking problem-solving and mentorship of Tier I team members.
• Help manage the Tier II case backlog by properly categorizing, prioritizing, and actively working cases.
• Ensure accurate and thorough documentation in the Uniguest case system.
• Complete assigned projects, including account organisations, documentation, and process improvements.
• Escalate cases appropriately to higher Tier or Supervisor when necessary.
• Bring creative solutions and innovation to drive continuous improvement.
• Responsibilities may be adjusted as business needs evolve.

Experience & Skills 

• TCP/IP networking knowledge including Multicast preferred.
• Previous experience as a Tier II/III technical support is preferred.
• Ability to effectively communicate issues and resolutions to all levels of the organisation and customer base.
• Ability to work on own initiative and be a team player.
• Strong troubleshooting skills in both software and hardware.
• Strong written and verbal communication skills for effectively assisting both technical and non-technical audiences.
• Excellent customer service skills.
• High-level research and analytical skills to identify and address emerging customer-impacting trends.

Preferred Qualifications

• Candidates with or pursuing a degree in an IT related field preferred.
• Linux System Administration Experience including installation, administration, and troubleshooting Linux systems.
• Scripting experience in one or more languages (bash, Python, etc.)
• Contact Centre experience.

What We Offer

• Employee Assistance Program (EAP)
• Employee Referral Bonus Program
• Professional Development & Training Reimbursement Program.
• Employee Recognition Rewards Program
• Location Specific Benefits

About Uniguest

Uniguest is the global leader in providing highly secure, fully managed customer-facing technology solutions on an outsourced basis to the hospitality, senior living, speciality retail, education, and corporate sectors. Our suite of turnkey consumer-facing technology solutions includes hardware and software solution packages, system implementation, and 24/7/365 multi-lingual support for public space kiosks, purpose-built kiosks (PC, iMac, tablet), digital signage, Interactive TV, tablets, remote printing, and more - all designed to deliver a consistent and safe experience to our clients' customers.

Uniguest is committed to equal employment opportunity and to providing all people equal access to employment without regard to personal characteristics that are unrelated to their ability, performance, or qualifications.  Uniguest prohibits discrimination and harassment against any employee or applicant for employment based on race, color, religion, national origin, sex, sexual orientation, marital status, pregnancy, gender identity, veteran status, disability, genetic information, age, or any other basis protected by law.