Job Description

Job Description

Support Engineers work on all level reactive tickets. The Support Engineers possess a broad range of both technical and business skills, as well as the ability to find common trends to bring up to management for possible automation.

Our Support Engineers work closely with our clients and other internal resources to provide best in class IT services, therefore excellent oral and written communication skills are required.

ROLE AND RESPONSIBILITIES

• Develop and maintain knowledge of client networks
• Work directly with clients to provide reactive technical support
• Support Desk Scheduling
• Identify trends and underlying technology issues impacting tickets per endpoint (TPE)
• Collaborate with team to assess process improvement opportunities, assess tools, etc. to improve Support operations
• Keep manager informed of issues that may impact the organization
• Ensure best practice methods are in use wherever possible and assist in the growth of services practice, be they incidental, contractual, or managed service provisioning.
• Implement DATA "Company Way"
• Implements & helps define best practices
• Handle every ticket with a business first mindset
• Own every ticket to completion even when escalating in necessary
• Proven ability to set and manage client expectations
• Exceptional customer service and communication skills

QUALIFICATIONS AND REQUIREMENTS

• Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; participates in meetings.
• Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
• Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Able to normalize the tech jargon when communicating with clients in a professional way

Skills And Experience:

• 5 plus years of experience in network / IT systems and troubleshooting steps
• Experience with helpdesk/desktop support
• Experience with Microsoft 365, Exchange, OneDrive, SharePoint, and Teams
• Experience with Windows Server, Active Directory Management, Group Policy, Etc.
• A general understanding of TCPIP, DNS, DHCP, and RADIUS
• Hands on experience with virus, spyware, and malware removal
• Network troubleshooting skills
• Experience installing and supporting Microsoft Office Suite
• Experience in Firewall, Spam Filtering, AV and other security tool management