Worksighted is one of the fastest growing IT consulting firms in Michigan. We work hard, but we don't take ourselves too seriously. We are committed to growth, both our customers' and our own. As a team, we know we're only as good as the values we stand for and the hard work we put in every day.  Joining our team means being a unique piece to the puzzle and a superhero in your own right. From crucial benefits like paid maternity and paternity leave to in-office parties and impromptu field trips, our employees know how much we appreciate them. Learn more about our values and what it's like to be a member of our team on our website or by following us on Instagram @Worksighted.

POSITION SUMMARY:

System Engineers are responsible for the daily support of our clients including both proactive and reactive scenarios. This position is also responsible for the internal processes that must be followed within our support software, communication with clients as to the status of their requests and ultimately resolving those requests based on their associated agreements.

ESSENTIAL RESPONSIBILITIES:

• Monitors incoming customer support requests in our client ticketing system.
• Provides remote & occasional onsite technical support for all clients based on assigned tickets.  Works with customers via phone, email and remote access.
• Adheres to all policies, expectations and SLAs to ensure client needs are addressed and proper documentation of time, work completed & communication to clients and vendors.
• Accurately updates work tickets 
• Reviews tickets and takes actions as necessary to resolve these tickets as soon as possible.
• Works closely with other System Engineers to provide clients with the most comprehensive support experience and efficient resolutions.
• Works closely with Engineering Resource Coordinators for proper scheduling and ticket routing.
• Provides after hours technical support as part of a rotating schedule.
• Coordinates between other departments as necessary to provide an exceptional client experience.
• Creates necessary documentation to properly support client environments.
• Records and submits weekly time sheets detailing client work throughout the week.
• Engages in project-based assignments on an as needed basis.
• Interfaces with 3rd parties (i.e. Dell) to facilitate manufacturer warranty support.

EDUCATION & EXPERIENCE:

• Bachelor's degree specializing in Information Technology or equivalent work experience.
• Minimum 3-5 years of experience in IT Help Desk.

 OTHER KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of Windows operating systems, both Desktop and Server.  Understanding and ability to troubleshoot various technical problems at the Desktop and Application level, basic Windows Server tasks such as account creation, password reset, security & distribution group modifications, etc.
• Basic Microsoft Exchange/Office 365 tasks and management
• ConnectWise Manage experience is a plus, but not required
• Ability to work with others and communicate effectively in a positive and constructive manner.
• Ability to solve various problems relating to client support requests, ability to seek information & assistance.