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Production Support Engineer

Atlanta, GA, USA; Dunwoody, GA, USA Req #127
Tuesday, October 29, 2019

Paya provides simple, secure technology options enabling businesses to accept payments, get paid faster, and increase efficiency. Paya’s seamless, easy-to-use payments platform supports every stage of a business’ growth today, tomorrow and beyond. With more than 100,000 clients and two decades’ delivering smart, easily integrated business solutions, Paya has a proud and proven track record. We are all about growth and success for our partners and their customers!
 

Job Description

We are looking for a Technical Production Support Engineer to provide enterprise-level assistance to our customers and employees through a process that solves issues quickly and efficiently. You will diagnose and troubleshoot software and hardware problems and help our ensure our customers and employees get fast solutions to problems that come up.
 

Basic responsibilities include resolving network issues, configuring operating systems, troubleshooting a wide range of issues from software to hardware.

You will rely on senior engineers who are Paya employees and Paya’s network of MSP engineers.


Responsibilities

➢ Research and identify solutions to software and hardware issues

➢ Diagnose and troubleshoot technical issues, including account setup and network configuration

➢ Ask co-workers targeted questions to quickly understand the root of the problem

➢ Track computer system issues through to resolution, within agreed time limits

➢ Talk co-workers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

➢ Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

➢ Provide prompt and accurate feedback to customers

➢ Refer to internal database or external resources to provide accurate tech solutions

➢ Ensure all issues are properly logged

➢ Prioritize and manage several open issues at one time

➢ Follow up with Paya employees to ensure their IT systems are fully functional after troubleshooting

➢ Prepare accurate and timely reports

➢ Document technical knowledge in the form of notes and manuals

 

QUALIFICATIONS

Enrollment in technical school or 4-year college
Major in Computer Technology or related field


Paya is proud to be an Equal Employment Opportunity and Affirmative Action employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.

Other details

  • Pay Type Salary
  • Required Education Associate Degree
  • Atlanta, GA, USA
  • Dunwoody, GA, USA