Support Engineer

Job Description

Key Accountabilities:

The Support Engineer is responsible for providing technical support to clients by resolving various customer service issues a day. A commitment to excellent customer service is demonstrated by being purpose driven, providing personalized support and executing with tenacity. You will be empowered to leverage Integritek’s ticketing platform and dashboards to manage your ticket que and will work in a team environment to enhance your knowledge and that of your teammates. Successful candidates enjoy customer service oriented support, possess knowledge across a wide range of technical topics and thrive on finding solutions to technical issues in a fast-paced environment. Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills.

Essential Knowledge, Skills, and Competencies

To successfully perform in this role, an individual must consistently demonstrate the following abilities:

Purpose Driven

§  Superior ability to diagnose individual and client ecosystem issues by asking questions, listening to understand and identifying the client’s issue(s).

§  Demonstrate and communicate a tenacious commitment to resolving the issue through attentiveness and patience.

§  Proactively anticipate client needs by thinking ‘10 steps ahead’: diagnose ‘root causes’ versus treating symptoms and anticipate the impact to additional processes and/or systems.

§  Embody the Integritek brand by building productive relationships built on trust, patience and results with internal staff, customers and vendor partners.

Personalized Support

§  Develop an in-depth knowledge base of your client’s technical infrastructure ecosystem, culture and communication preferences.  

§  Keep customers informed of progress, changes and solutions in a timely and effective manner that exceeds expectations and is in alignment with their culture and communication preferences.

§  Maintain client specific documentation in Integritek’s systems according to standards and specifications.

§  Handle surprises by acting cool under pressure and use positive language to de-escalate situations.

Tenacious Execution

§  Respect the client’s time and that of your team by efficiently exploring solutions and escalating when appropriate.

§  Self-motivated to solve the issue and can act independently to prioritize and manage multiple client issues at a time.

§  Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning from teammates.

§  Flourish in a fast paced, deadline driven environment with teammates who are results oriented and fast thinkers.

§  Seek to overcome challenges and accept failure as an opportunity for improvement.

Technical Knowledge & Skills

This candidate will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to:

• Remote desktop support
• Windows Server (all versions)
• Various server environments
• Microsoft SQL
• Enterprise level network architecture
• Complex LAN/WAN environments
• Disaster recovery solutions
• Backup solutions and applications (Appassure, Veeam, etc.)
• Load balancing technologies
• VPN technologies
• Network security (Cisco, SonicWall, PFSense, etc.)
• Virtualization technologies (VMWare, Hyper-V, etc.)
• Microsoft Exchange / Hosted Exchange
• Various operating systems (Linux, MacOS, Windows)
• Encryption technologies (Bitlocker, Symantec, etc.)
• Active Directory
• Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
• Desktop applications
• Networking and configurations (Switching, routing, firewalls)
• Web technologies (XML, HTML, CSS)
• VoIP phone systems

Qualifications

Experience & Education

§  Preferred certifications include CompTIA A+, Network+, CCNA but are not required

§  4+ years experience in a technical support, help desk, network support position

§  2-5+ years experience working for a managed service provider or similar business

§  Degree valued but not required

Other Expectations

§  A general understanding of our industry is expected; familiarity with IT management consulting services is helpful.

§  Adherence to all job-related practices, policies, and procedures.

§  Previous work experience and education that align with the requirements of the job as outlined above.

§  Reliable transportation and current auto insurance to travel 5% for onsite customer support.

§  Constant, quick, and accurate use of a personal computer, automation systems, and office equipment.

• Technical Learner- You nerd out on developing your industry skills and knowledge, you pick up on technical things quickly, and constantly seek opportunities to apply to your work.
• Customer Focused- You are passionate about understanding the needs of customers and partnering with them to provide the best technical solutions.
• Problem Solver– You look beyond the obvious and don’t stop at the first answer, using open analysis and data to drive your decisions.
• Collaborative– You proactively work with others to breakdown silos in a positive way to help guarantee project success.
• Results Driven– You know how to set goals for yourself and you know how to meet them, aligning resources and communicating wherever necessary.
• Reliable– You can be counted on to do what you commit to and you always deliver.
• Adaptable– You can shift gears based on needs and remain cool and collected in a fast-paced, high pressure, dynamic environment. You enjoy the challenge of unfamiliar tasks.
• Amiable- You are seen as positive, respectful, and exude a strong sense of teamwork by working effectively and efficiently with all team members.
• Communicator– You have excellent written and verbal communication skills.

Additional Information

The Contributor Expectations outlined in this document are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified, nor do they constitute an employment contract. Like all other Integritek employees, you are an employee at will who can be terminated, with or without cause, at any time, at the option of either Integritek or yourself. 

While performing the essential duties of this job, the employee may need to sit for prolonged periods of time to travel or work at a station equipped with a computer and phone. Motions such as bending, stooping, crouching, pulling, and pushing may occasionally need to be performed, as well as lifting items up to 10 lbs. Integritek is an Equal Opportunity Employer and may make reasonable accommodations to enable individuals with disabilities to perform the essential functions.