Help Desk Support Engineer I

SPECIAL ORDER SYSTEMS INC • Loomis, CA

5d • $20 - $22 • Onsite

About The Position

TEAMSOS (Special Order Systems, Inc. www.team-sos.com) is a Professional Services Organization providing technology solutions to businesses for the past 30 years. TEAMSOS is a Genesys (formerly I3) partner, Microsoft Silver partner and a Cisco Advanced Unified Communications partner. TEAMSOS is responsible for implementation of these and other key professional service solutions to our customers providing outstanding customer service and support. We are seeking a dedicated individual to join our Technical Engineering and Customer Support Helpdesk team as a Help Desk Support Engineer I. Applicant must be available to work a flexible schedule including evenings, weekends, and holidays. Primary Responsibilities: The Support Center Engineer I position is primarily responsible for supporting a dedicated Helpdesk. Primary job duties include phone and e-mail Tier 1 support, ticket management, resolution, escalation, and communication. Specific responsibilities include (but not limited to): First contact for help desk calls/emails. Create tickets/cases in help desk application. Manage open ticket queues. Phone and remote support directly with clients. Escalate tickets to Support Center Engineer II. Provide frequent updates and communication with clients. Daily time entry and details of work done. Follow and work with established procedures. Manage responses to Service Level Agreements. Provide recommendations in various process improvements and automation efforts. Ability to accommodate flexible work schedules. Actively Monitor system(s) for potential issues needing on-site tech dispatch. Assist Tier II engineers and Manager in coordinating Dispatches on site, scheduling meetings and also assisting in Billing.

Requirements

• 1+ years helpdesk experience or degree equivalent.
• Must have above average Customer service soft skills.
• Tech savvy with working knowledge of office automation products, databases, and remote control and monitoring platforms.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Desktop application support experience.
• Experience with desktop related hardware including peripherals.
• Detail oriented.
• Experience following and working with established procedures.
• Experience managing support tickets and escalation procedures.
• Excellent written and verbal communication skills.
• Self-motivated and self-directed, able to work with minimal guidance.
• Must have a positive, can-do, team-oriented attitude.
• Must be willing to work holidays, weekends and overtime as needed.

Responsibilities

• First contact for help desk calls/emails.
• Create tickets/cases in help desk application.
• Manage open ticket queues.
• Phone and remote support directly with clients.
• Escalate tickets to Support Center Engineer II.
• Provide frequent updates and communication with clients.
• Daily time entry and details of work done.
• Follow and work with established procedures.
• Manage responses to Service Level Agreements.
• Provide recommendations in various process improvements and automation efforts.
• Ability to accommodate flexible work schedules.
• Actively Monitor system(s) for potential issues needing on-site tech dispatch.
• Assist Tier II engineers and Manager in coordinating Dispatches on site, scheduling meetings and also assisting in Billing.

Benefits

• Medical Insurance, dental and vision insurance available, too - Starts the first day of the month after 60 days of hire.
• Collaborative Work Environment.
• Training Reimbursement + Personal Development.
• Paid Vacation – Start accruing from 1st day of hire.
• Holidays and Personal/Sick Days.
• 401k + Company Matching Program.
• Life Insurance/ AD&D (self – Company sponsored plan plus further available benefits for self, spouse, children).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED