Want to know if this job is worth applying to?
Dallas, Texas, United States
Onsite
Why Pretium Enterprise Services?
With expert business service capabilities, Pretium Enterprise Services (“PES”), is integral to the growth, innovation, and transformation of its global operating companies. Partnering with internal and external businesses and stakeholders to rapidly unlock value for its customers, PES delivers with excellence and ownership, enabling scalable growth.
Job Overview
The Technology Delivery Engineer will play a key role in resolving complex technical issues, mentoring junior team members, and driving continuous improvement initiatives. This position requires a minimum of four years of experience in technical support, along with advanced troubleshooting skills and a strong commitment to customer satisfaction.
Position will be hybrid with onsite work in Dallas, TX.
What You’ll Do
Provide advanced technical support to customers via phone, email, chat, and remote assistance, serving as a subject matter expert and primary point of contact for escalated issues.
Lead troubleshooting efforts for complex hardware, software, and network-related problems, utilizing in-depth technical knowledge and diagnostic tools to identify root causes and implement effective solutions.
Mentor and coach junior technical support team members, providing guidance on best practices, troubleshooting methodologies, and customer interaction techniques.
Collaborate closely with cross-functional teams Networking, IT Infrastructure and Security to investigate and resolve complex technical issues, driving timely resolution and customer satisfaction.
Develop and maintain strong relationships with key customers, serving as a trusted advisor and advocate to ensure their technical support needs are met and exceeded.
Continuously assess and improve technical support processes, workflows, and documentation to enhance efficiency, scalability, and customer experience.
Document all technical inquiries, incidents, and resolutions in a ticketing system, ensuring thorough and accurate records are maintained for tracking and reporting purposes.
Participate in on-call rotation and provide after-hours support as needed to ensure 24/7 coverage and resolution of critical issues.
Requirements
Bachelor’s degree in computer science, Information Technology, or related field, or equivalent work experience.
Minimum of four years of experience in technical support or a customer-facing role.
Advanced technical proficiency with a deep understanding of hardware, software applications, operating systems, and network infrastructure.
Demonstrated expertise in troubleshooting complex technical issues, utilizing diagnostic tools, log analysis, and debugging techniques.
Strong leadership and mentoring skills with the ability to inspire and develop junior team members.
Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively to customers and internal stakeholders.
Proven track record of delivering exceptional customer service and driving customer satisfaction.
Ability to thrive in a fast-paced environment, managing multiple priorities and deadlines effectively.
What We Offer
This position offers the opportunity to join a collegial, entrepreneurial firm committed to the personal and professional growth of its team members and to maintaining a positive, encouraging work environment where people enjoy working together. The company offers a comprehensive benefits and perks package, including:
401(k) plan with an employer match
Health, dental, vision and life insurance
Paid Time Off (PTO)
11 firm holidays
Hybrid office/work from home arrangement
Annual year-end bonus eligible
Pretium Enterprise Services is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, genetic information, marital status, sexual orientation, national origin, disability, age, veteran status, or any other characteristic protected by federal, state, or local law.