We are looking for a Support Engineer that provides remote technical support in a professional manner to end user clients. The engineer is responsible for ensuring that the end-user relationship is managed through proactive communications by providing rapid response technical support. They resolve customer & technical issues and close tickets efficiently. They are accountable for end-user satisfaction and collaborating with other engineers and/or manager to make sure that high-level support is provided to all the customers in a timely fashion.
Daily Tasks:
Answer company inbound support calls & incoming support tickets
Appropriately communicate through support tickets, phone, text and chats
Address customer’s technical support needs, handle, route or escalate tickets accordingly
Use Atera RMM, Ticketing System & other technical tools to resolve problems/issues
Follow documented company procedures and create new documentation, as necessary
Work independently on tickets or projects & collaborate with engineers and/or manager
Common sense during troubleshooting process & be fully aware of all systems being impacted during changes
Research and test, as need, to accomplish fixing issues, end-goals and/or projects
Self manages time, prioritizes tickets appropriately and completes projects in a timely fashion
Excited to learn and grow technically, think outside of the box for problem solving and different solutions
Skills & Responsibilities:
Verbal and written English communication skills.
High school diploma, equivalency & relevant IT Certifications
Professional customer service skills, good oral, listening and written communication skills
Ability to interpret end-user & manager description of problems, troubleshoot and provide solutions
Summarize and document note findings in Atera ticketing system
Working knowledge of endpoint operating systems, desktop & network support
Diagnose, troubleshoot endpoint clients, servers, VMWare, switches, routers & firewalls and/or ISP connection issues
Experiencing with contacting other vendors and working with support on fixing customer issues
Working knowledge of Atera RMM or other RMM system: Remoting Tools, Monitoring & Patch Management
Working knowledge of different Mobile Device Management (MDM), Cisco Meraki, Zoho Manage Engine, Kandji
Comfortable with Microsoft Active Directory and PowerShell scripting
Working technical proficiency with O365 environment: Azure AD, Exchange, SharePoint and Teams
Technical working knowledge with: O365, GSuite, VMWare, Azure, AWS, Cisco Meraki, Cisco Umbrella, Sophos Central, Synology DSM & Dell EqualLogic SAN, Datto or iDrive Enterprise Backup solutions, etc.
Firewall, routing & switching experience would be a plus with the following: SonicWALL, FortiGate, Cisco Meraki, HP Aruba, Dell Switches, etc.
Requirements:
Computer, multiple monitors & consistent physical internet connection to support all technical tools
Constant availability during working shift hours (8am – 5pm CST).
No background noise during phone and/or video calls with clients
Available at the beginning & end of the day for Daily Updates with Manager and/or Team
