Support Engineer

SUMMARY:

The number one goal of everyone in our team is to make our clients exceptionally happy. The Support Engineer plays an important role in making sure that happens.

The Support Engineer handles escalated support requests for the Service Delivery Team that need to be handled remotely or on-site.

When help is needed the Support Engineer can turn to the Service Delivery Manager/Systems Engineer for guidance and support.

CAREER GROWTH

For someone looking to progress their role, the Support Engineer naturally leads into roles such as: the Systems Engineer.

ESSENTIAL JOB FUNCTIONS:

CUSTOMER SERVICE

• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced on-site troubleshooting
• Provide the Client with on-site installation & removal of equipment
• On-Site Hardware Maintenance and Support

USE OF OUR TICKETING SYSTEM

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation in well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren't "stale" throughout the process

PROJECT WORK

• From time to time the projects team will need additional resource to help deliver projects on-site.

COMMUNICATION, REPORTING & RISK

• Create and maintain documentation for on-site processes
• Escalate tickets that require Service Delivery Manager support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAMWORK

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager

QUALIFICATIONS:

DESIRED

• A love of (and ability to) Solve Problems & Challenges
• Great Communication skills, founded in being a good listener
• Advanced understanding of support tools, techniques, and how technology is used to provide services.
• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Advanced diagnosis skills of technical issues related to end-user hardware & software and network devices.
• Experience and knowledge of working with the Microsoft 365 Platform
• Experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
• Experience working with vendors for expedited troubleshooting of hardware and software systems.
• Must be able to type quickly and accurately while talking on the phone.
• A deep desire to deliver an amazing Client Experience.
• Knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Great Communication skills, founded in being a good listener.
• A deep desire to deliver an amazing Client Experience
• Driver's license
• The ability to keep up with & adapt to the fast-paced IT world.

NICE TO HAVE

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

OFFICE ENVIRONMENT:

• In office Job

PHYSICAL DEMANDS:

• Dexterity of hands to operate a computer keyboard
• Reaching overhead above the shoulders and horizontally bending at the waist, climbing, kneeling, and stooping for installation of hardware and more
• Hearing and speaking to communicate and provide information to others.
• Prolonged periods sitting at a desk and working on a computer.