T1-Technical Support Engineer (Bilingual - Spanish)

USA · Full-time · Entry-level

About The Position

About Amplio

Amplio connects students, educators and administrators with advanced technologies to help students with special needs maximize their potential and improve outcomes. Amplio’s digital platform equips students with individualized, high-fidelity interventions and enables educators to devote more time to direct instruction. Administrators gain a 360-degree view into student progress, resources, compliance and funding. 

Our solutions are developed in consultation with parents and a world-class advisory board, professors, and school administrators with expertise in special populations. Tens of thousands of students have received services and interventions using the Amplio platform since the solution was launched in 2019.

Amplio's customers include state-level agencies and government entities, some of the nation's largest school districts, small and medium-sized districts and national K-12 providers. Amplio grew at a rate of 10x over the last year, and the company is on track to continue its rapid growth. We are a fast-paced, ambitious, and energetic team that evolves quickly and offers numerous opportunities for personal and career growth. Join Amplio today and become part of something unique!

In the Role

A Tier 1 Technical Support Engineer provides technical assistance to our K-12 End Users and internal clients They will be responsible for being the first level of escalation support for Tier 2 and 3 support.

The technician will be responsible for creating tickets and managing support activities through completion. The Specialist will be responsible for getting the appropriate resources and to bring the case to resolution. The T1 Engineer will continuously add content to Amplio’s knowledge base to ensure that documentation is created that allows Amplio to resolve recurring issues in an efficient manner.

Requirements

Core Responsibilities:

  • Help end users by answering Support Calls, emails and chat requests
  • Create tickets for all incoming requests
  • Gather detailed description of the issue, customer information and any troubleshooting performed on all ZD support requests
  • Provide Basic troubleshooting for all incoming support requests
  • Escalate tickets to T2
  • Gather all contact information
  • Details of the issue
  • Troubleshooting steps completed
  • Screenshots, log files, etc.
  • Create/Update Knowledge Base articles
  • Gather and provide all available information during an outage event
  • Must represent Amplio’s excellent customer service at all times
  • Become an expert with the inner workings of Amplio WebBased Software
  • Maintain a CSAT score of 85% or higher
  • Perform technical on-boarding and off-boarding of employees
  • Provide end user support for G-Suite
  • Be on call during business and off hours for critical systems

Requirements:

  • Bilingual (Spanish)
  • College degree and/or CompTIA A+, HDI, ACSP, ITIL, etc certifications strongly preferred
  • Experience with web based applications, browser troubleshooting, and using developer tools. Working troubleshooting knowledge of iOS, Windows 10, MacOS, and ChromeOS
  • Working troubleshooting knowledge on how to research and resolve network connectivity issues with web based applications. 
  • Experience diagnosing and troubleshooting Audio and Video issues with cloud-based communications
  • Experience with case management, outage management, and bug triage
  • Familiarity with ticketing standards, practices, and workflows (Salesforce Service Cloud, Zendesk, JIRA, Monday)

Benefits:

  • Medical, Dental, Vision
  • 401k Match up to 4%
  • PTO Accrual - 21 days in first year of employment
  • 8 paid holidays per year
  • Company provided laptop, monitor, and other required peripherals 
  • Fun working environment with a collaborative and energetic team

 

At this time we are unable to offer H1B sponsorship opportunities. 

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. 

Amplio is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, color, religion, sex, national original, age, religion, disability, marital status, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

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