IT System Engineer

Have you ever wanted to be an Employee Owner? We are looking for a motivated and qualified individual to join our team as System Engineer.

As a System Engineer, you will be responsible for handling escalated technical issues for our IT service clients and providing assistance using a variety of remote support platforms and on-site when required. You will analyze issues based on details provided by clients and the previous support representatives as well as research issues to identify and implement appropriate solutions in accordance with documented procedures.

ESSENTIAL FUNCTIONS:

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Serve as escalation for customer issues that require higher level of support or onsite support and maximize client satisfaction by providing exceptional technical support
• Analyze client needs, recognize business opportunities and influence sales volume growth
• Perform remote and onsite remediation through diagnostic techniques and pertinent questions
• Respond to requests for technical assistance in person, via phone, email or text
• Log all internal and external client interactions, noting troubleshooting, resolution or escalation
• Follow standard call center procedures
• Recognize and escalate issues when additional skillsets are needed
• Inform manager of recurring issues
• Follow up with customers and users to complete the resolution and ensure customer satisfaction
• Provide training to clients on products installed
• Provide third party vendor management for Managed Service clients
• Develop and maintain a detailed product knowledge of all supported products and solutions
• Communicate and interact with clients, service, sales and administrative staff in a courteous and professional manner
• Assist on special projects assigned

GENERAL REQUIREMENTS:

• Strong customer service skills
• Excellent time management abilities
• Excellent problem-solving and analytical abilities
• Keen attention to detail and interest in problem-solving
• Ability to know when to escalate issues
• Self-motivated, flexible, and take initiative
• Excellent verbal and written communication skills
• Prioritize customer service and client satisfaction

WORK ENVIRONMENT:

A System Engineer is required to travel for training, off-site meetings, and to client locations as necessary.

QUALIFICATIONS:

• Bachelor’s degree in computer science or related field or equivalent experience with a demonstrated successful work history
• Field Engineer FE grade 6
• 2 years of experience in a Help Desk or NOC
• MCSE or equivalent experience is a plus
• Software Vendor Certifications are a plus
• Proven technical ability