Support Engineer Jobs

About The Position

Requirements

• HS Diploma
• 1-2 year customer service experience
• 1-2 years’ experience supporting an IT call center
• Working knowledge of Active Directory
• Working knowledge of TCP/IP protocols

Responsibilities

• Field Incoming EUC request from end users by either phone, self-service, or other standard communication channels; thoroughly documenting customer needs / issues within the service tracking tool.
• Resolve Incidents and Requests based on known solutions using various support and remote login tools; ability to assimilate problems with solutions and communicate or implement to resolve issues or fulfill requests.
• Utilize, create and maintain Knowledge Base articles used in troubleshooting, resolving and routing incident and requests.
• Partner with other IT functions to assist in support of customers; routing incident/request tickets, working directly with other staff to facilitate service and investigate issues.
• Creating, maintaining and retiring user access and login accounts and application access.
• Act as a liaison between customers and technical escalation teams
• Act as a mentor to junior members of the team
• Able to act independently as needed
• Perform other duties as assigned

Benefits

• competitive benefits and compensation package