POSITION OBJECTIVE: Manage and facilitate the completion of customers’ support requests. The Support Engineer will manage the customers’ expectations throughout the process and strive to maintain high customer satisfaction levels. The support delivery area helps shape the other delivery areas via their feedback.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Perform scheduled or reactive onsite service calls.
- Provide reactive remote support services.
- Advise and train customers on how to use information technology.
- Analyze and solve various IT problems.
- Install and troubleshoot Customers’ IT hardware and software.
- Providing services which are fit for purpose, practical, cost effective, comply with relevant regulatory standards, and comply with WHS and Quality Control requirements.
- Provide regular ticket reviews and reporting to the Operations Manager and Director as required.
- Escalate minor and major moves, adds, or changes to the Professional Services and vCIO departments.
- Provide continuous feedback on; recurring customer issues, customer dissatisfaction, process inefficiencies, lack of documentation, to the other delivery areas as required.
- Maintain high positive customer and user satisfaction and relationships.
- Keep abreast of the development of relevant IT and telecommunication systems, hardware and software applications within the industry.
- Implement, participate and promote Quality Assurance (QA) objectives, processes and procedures of the company.
- Conduct thorough checking and self-checking of information and documentation.
- Keep documentation accurate and in good order.
- Assist in the training, mentoring and development of staff.
- Perform general office duties as required.
- Liaising with, managing and advising customers, other consultants, and contractors and attending meetings as required.
- Perform other appropriate duties and responsibilities as assigned by the Operations Manager.
- Adopt continuous learning and improvement processes in all aspects of the position.
- Implement, participate and promote company policies and procedures, including Work Health and Safety (WHS) requirements.
WORK HOURS: 40 hours a week Variable schedule from 7:00am to 7:00pm with occasional overtime, on call or afterhours work
BENEFITS OFFERED:
- Medical, dental, vision insurance
- 401K and profit sharing
- Employee Stock Ownership Plan (ESOP)
- Life insurance
- Paid time off
- Student Loan Repayment Program
- Short- and long-term disability program
- Opportunity to work in a fun, friendly team environment at a successful company that has been owned and operated for 51 years
Required Skills
- Strong desire to achieve at a high level.
- Willingness to collaborate and work together across teams.
- Strong communication (written and verbal) and interpersonal skills.
- High level organizational, project management, coordination and prioritization skills.
- Strong problem-solving skills and self-learning.
- Show initiative when undertaking tasks.
- Able to work well both within a team environment and autonomously.
- Good task management and multi-tasking skills.
- High degree of confidentiality.
- High degree of punctuality.
- Ability to take, interpret and follow instructions.
- Customer service orientation.
- Ability to work with staff at all levels of the company.
- Committed towards undertaking duties efficiently with a strong attention to detail.
- Professional personal presentation.
- Awareness of and ability to work in accordance with company policies and procedures.
KEY PERFORMANCE INDICATORS (KPIS)
- Productivity (expected range 75%-85% utilization rate)
- Customer and staff satisfaction.
- Adherence to following, improving, and documenting customer and internal procedures.
- Achieving time and budgetary targets.
- Consistent daily approach to triage tickets and tasks.
- Satisfactory management of customers’ expectations.
- Contribute to, and embrace, the culture of Support Team KPI’s.
- Tickets open/closed per day (Lower/Higher)
- Average Resolution time (Low)
- Customer satisfaction (High)
- Users managed per Support Engineer (High)
- Satisfactory contribution to identifying patterns and issues in our process and delivery.
- Satisfactory amounts of tickets completed daily.
- Satisfactory achievement of ongoing targets, goals and objectives as set by the Operations Manager and the Director.
- Accuracy of work undertaken, information and advice provided.
- Following of instructions and completion of tasks in a timely, accurate and efficient manner which meet the requirements of the company, customer and required regulatory standards.
- Following, utilization and promoting of company policies and procedures, Work Health and Safety (WHS) requirements.
Required Experience
- Degree in Computer Science/Information Technology or equivalent experience.
- Appropriate Driver’s License based on primary role location
- Computer-related industry certifications in technologies such as Microsoft Windows, Azure, Fortinet, networking, storage and security.
- 5 years plus previous experience in IT administration and/or technical support experience, or equivalent.
- Strong all-round knowledge of IT and telecommunications infrastructure, hardware and software applications.
- Demonstrated experience and knowledge of network and workstation operating systems, and Microsoft Windows operating system.
- Demonstrated experience with web and internet technologies.