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Our Support Engineers are often the first people our clients speak with. They’re also the employees who leave the largest impression on our clients insofar as our ability to properly support them. As such, this role is incredibly important in our service delivery.
As a Support Engineer, you will provide remote and on-site assistance with technical software, hardware and network assets. Support Engineers assist end-users directly by providing prompt, courteous service in easy to understand terms and indirectly by remediating alert generated issues across client networks to ensure network performance, security and integrity. In addition, Support Engineers work to identify long-term fixes that reduce client impact and downtime, swift escalation of more complex issues and adherence to customer SLAs. Support Engineers also occasionally share in a rotational pool for responding to off-hours emergency issues/alerts.
While perhaps being front-line support, this is not an entry level position. Our client technology stacks differ requiring someone who has a wide range of experience. We strive for high levels of first call resolution which require applicants possess significant experience and talent.
Responsibilities
The Support Engineer position is one of juggling many tasks. The right individual leaves our clients feeling confident in our support abilities while leaving a positive impression of one’s personal abilities.
A list of job responsibilities includes:
Ability to provide technical support to customers for day-to-day issues
Address customer issues promptly, working with our support team to ensure efficient resolution to account related items
Auditing client networks against our standards of care and taking part in our process of remediating deficiencies or working with our vCIO to get customer buy-in for the required improvements
Address inquiries timely and forward quoting requests and opportunities to management
Identify solutions to drive client efficiency and reduce support costs in the support process
Follow and improve documentation on issues to assist other technicians in following similar steps in the future when resolutions to complex problems are identified
Bring client networks back online timely or escalate issues to more senior technicians when deep issues merit involving higher level staff
Prompt time entry and keep tickets updated at all times to ensure smooth handoff of issues
Train customers to use products and services
Cull information on issues requiring higher level support and provide proper information to allow higher level technicians to address deep issues without needing to start the troubleshooting process from scratch
Requirements
Candidates should demonstrate knowledge sufficient to provide support to both end-users and tier I help desk level staff retained by clients. This can be done through a combination of formal education, certifications and work experience. Three years minimum end-user assistance in an Active Directory environment requested.
Potential applicants will be required to go on-site. As a result, reliable transportation is required to ensure timely support for clients.
As with all our positions, a personal background check is required prior to employment.
Among other criteria, the below requirements will be evaluated in accessing applicants:
Excellent analytical and problem-solving skills
Ability to break apart complex information and relay in a way end-users can easily understand.
Strong inter-personal skills to help address client concerns and issues and strong time management skills to best coordinate other staff.
Networking technologies including Active Directory, DHCP, DNS, firewall configuration, Microsoft Hyper-V, Windows registry, routing, TCP/IP v4/v6, QoS, VMware, VLANs, VPN and wireless.
Backup, disaster recovery and data recovery experience.
Microsoft Office 365, Microsoft Exchange support and maintenance.
Professional Services Automation (PSA) and/or ticketing software experience.
Remote monitoring and management (RMM) software experience.
Excellent verbal and written communication skills
Strong customer service skills
BS degree in Computer Science, IT Management or relevant field
Benefits including:
7 paid holidays
Up to 4-weeks PTO with seniority
401k program
Health, dental and vision programs
Education opportunities and approved certification reimbursement
Flexible and fun work environment
Performance-based bonus
Interested Candidates
Please send a resume and cover letter and tell us how you can help us provide the best IT services possible.
