Technical Support Engineer
About The Position
About the Role: The Technical Support Engineer is a member of the help desk team. They are responsible for resolving tier 1 level ticket requests supporting our clients. The Technical Support Engineer should deliver excellent customer service while performing quality, well documented work. Key Responsibilities and Duties: Work and complete assigned tickets according to SOPs Provide high quality written and verbal customer service Accurately track and document all work Perform technical support services in line with the technical skill requirements Setup and support physical hardware Travel to client sites to perform support when necessary Participate in on-call rotation and scheduled infrastructure maintenance Security Responsibilities Complete training for and maintain awareness of cybersecurity risks including insider threat, and appropriate handling of CUI and other regulated data. Treat client data and OSIbeyond data as sensitive, and do not disclose, release, or otherwise transfer it outside of OSIbeyond or client environments without written permission. Follow cybersecurity requirements as described in the Employee Handbook and other OSI policies. Immediately follow incident response procedures when a security incident or concern is noticed. Assist with the escorting or monitoring of visitors.
Requirements
- Prioritize and maintain a tidy ticket queue
- Notify the Helpdesk Manager when unable to complete workload
- Identify when an assignment should be escalated
- Create detailed documentation and ticket notes
- Provide high quality and timely customer service
- Meet all SLAs
- Support peers
- Travel to client sites when needed
- Participates in on-call rotation, weekend updates, technical training
- Answer Ad-hoc phone calls
- Recognize when to escalate calls
- Assist users remotely
- Utilize all internal tools (Authorized work PCs through RMM and Ad-Hoc)
- Password resets
- Office 365 break/fix
- Desktop applications
- Laptop staging
- New hires and laptop refreshes
- Office 365/AD security group changes
- Adding group membership to existing groups utilizing automation processes
- Create accounts for new hires utilizing automation processes
- User offboarding utilizing automation processes
- Manage remote session coordination using TimeZest
- Coordinate shipment carrier pickups of workstations to clients when needed
- Follow documented procedures
- Hardware break/fix
- Workstations
- AD/Azure Tasks
- Understand limitations
- 1-2 years experience as Tier 1 TSR
- CompTIA A+
Responsibilities
- Work and complete assigned tickets according to SOPs
- Provide high quality written and verbal customer service
- Accurately track and document all work
- Perform technical support services in line with the technical skill requirements
- Setup and support physical hardware
- Travel to client sites to perform support when necessary
- Participate in on-call rotation and scheduled infrastructure maintenance
Benefits
- Medical Insurance - OSIbeyond pays 75% of the premium for the Employee's base medical plan
- Vision and Dental Insurance - OSIbeyond pays 75% of the premium for the Employee's plans
- Life Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
- Short Term Disability Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
- 401K - OSIbeyond matches up to 4%
- PTO/Holidays - 9 paid Holidays and accrual based PTO which increases with tenure, new hires start out with 2 weeks.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1-10 employees
