Job Openings Support Engineer

About the job Support Engineer

Position Tile: Support Engineer

Salary: 40,000-70,000 a month

Reports To: Client, Account Manager

Primary Relationships: Client Team

Date: August 2022

Schedule: US Business Hours

Background:

We are looking for a responsible L2 Support Engineer to help support our valued clients as well as our full technical team in a timely and professional manner.

Our successful candidate will be mainly responsible for monitoring, supporting, and optimizing our customers workstations, printers, VoIP phones, network, and other technology devices. We are looking for someone who can solve most technical issues independently. The ideal candidate will be an escalation point for Tier 1 issues and will work with our help desk staff and end users directly to help resolve system & user experience issues. The ideal candidate will be comfortable researching issues to bring both the issue and proposed solution for review.

In this position, you will be the main technical point of contact for many of our clients. You will have a direct impact on client success, satisfaction, and our clients overall happiness with our service. You are a key player on our team. Because of this responsibility, we require excellent written and verbal communication skills. You will be required to update our trouble tickets into our PSA ticketing system in a timely manner. As we often say, If its not in a ticket, it didnt happen. You will have access to top-notch system management and documentation tools, and we expect you to master those tools. You will also be required to work with our entire team, including executive management, the sales and marketing team, and the complete technical team.

Responsibilities:

Joining our team means committing to our values. You will be responsible for:

  • Embrace our core values and demonstrate your commitment to our values.
  • Be flexible and understand in a small dynamic business, we embrace change.
  • Servant leadership character quality

  • Delivering WOW to our clients, team, and partners

In your client support role, you will be responsible for:

  • Tier 1 and Tier 2 support tickets

  • Following our ticketing system and the methods we use to open support tickets, work the issue, update the ticket, and closing the ticket in a timely manner
  • Logging your time per ticket per our standards

  • Attending our work status and communication meetings where we review ticket status and prioritize our work by day, week and client.
  • Performing your technical tasks, including:
    • providing support for Tier 1 and Tier 2 support tickets

    • managing client data backups

    • entry-level system administration tasks

    • trouble-shooting and identifying issues with DNS and Group Policies, user profiles, DHCP, networking and other issues

    • solving Office365 issues including password resets, new user creation, license assignment, software installs and other issues

    • supporting other technical assignments as required for client projects and implementations

  • Performing your documentation tasks, including:
    •  Using ITGlue and other documentation tools to keep client information current and accurate
    • Working with our supporting vendors (both software and hardware) to escalate and resolve issues
  • Supporting our end user help desk team as necessary when tickets are escalated to you
  • Training client team members as required (for either onboarding or other situations)

  • Growing your skill set by participating in our company sponsored education and external certification programs

  • Traveling onsite to the client as required (independent transportation is required)

Requirements:

  • Good knowledge of desktop and laptop support

  • Possess excellent general business knowledge to complete assigned tasks
  • Excellent written and verbal English communication skills

  • Excellent and Amazing customer service skills

  • Superior analytical, organizational and troubleshooting/ problem solving skills
  • Ability to confidently and competently complete tasks with deadlines

  • Ability to work and be available during off hours if required

  • Availability to work after hours and weekends (infrequent & compensated)
  • Strong knowledge of Windows 7-10

  • Strong knowledge of the MS Office suite

  • Strong knowledge of MacOS

  • Tier 2+ level networking skills (VLANs, DHCP, DNS)

  • Understanding of domains, user profiles and how they work (Tier 2 level)
  • Understanding of Office 365

  • Knowledge of VoIP

  • Strong analytical skills

  • A minimum of 2 years of recent experience troubleshooting various technology and user situations
  • Self-motivated with a positive mindset and high level of enthusiasm

  • Responsible and dedicated to the quality of work performed

  • High attention to detail while dealing with a continuous flow of new and existing issues
  • Ability to switch between tasks with minimal disruptions to support needs of the business
  • Ability to relay technical information clearly and simply to non-technical people