Support Services Engineer

Job Summary

The Support Services Engineer executes the day-to-day activities of the Support Services department. The Support Services Engineer is the first point of contact for customers who call our help desk. The Support Services Engineer answers incoming calls and emails, tracks all information in the service ticket system, uses a knowledge base tool along with their expertise to resolve problems in a professional and timely manner. This relates to all technology, including, but not limited to, cybersecurity best practices, networks, systems, video cameras, and VoIP solutions. The successful candidate will have exceptional customer services skills, have patience to deal with difficult customers, have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

Essential Functions:

• Communicate well by striving for mutual respect and being professional, approachable, friendly, ethical, and honest with colleagues, customers, and vendors
• Provide excellent customer service by projecting a positive, helpful image and maintaining a professional attitude
• Provide value to a cross-functional team and engage in a learning work culture
• Serve as the first point of contact for end-users requesting technical support over the phone, email, and service ticket system
• Obtain customer information by interviewing clients, verifying information and documenting all relevant information according to standard operating procedures
• Accurately log all service tickets in service ticket system
• Follow-up and update customer with status and relevant information
• Provide all aspects of day-to-day IT support for technologies including, but not limited to:
  • Cybersecurity: Anti-virus/anti-malware solutions, DNS filtering solutions, endpoint detection and response solutions, managed detection and response solutions, multi-factor authentication solutions, vulnerability remediation
  • Networks: Cisco, Fortinet, and Meraki network equipment
  • Systems: Backup solutions, Citrix, email archiving and filtering solutions, MacOS workstations, Microsoft 365, Microsoft Active Directory, Microsoft Hyper-V, Microsoft Windows Server, Microsoft Windows workstations, NAS storage, SAN storage, VMware ESXi
  • Video camera solutions
  • VoIP solutions
• Respond to and resolve remote monitoring and management (RMM) systems alarms and notifications for managed IT customers
• Collaborate with Support Services Engineers to solve complex procedural, operational and technical problems
• Perform preventative maintenance tasks
• Create and update departmental documentation, standard operating procedures, etc.
• Identify and suggest department improvements
• Continually improving technical skills by attending vendor training, working with experienced colleagues, earning certifications, and/or reviewing the personal development plan
• Demonstrate leadership ability when working in a team setting or alone and unsupervised
• Analyze workflows and schedule work to meet priorities and goals in an efficient, effective manner
• Maintain high availability when on-call
• Adhere to work schedule and demonstrate flexibility as requested
• Other duties as assigned by the Support Services Manager

Required Qualifications:

• Excellent customer service and interpersonal skills
• Excellent oral and written communication skills
• Ability to multitask, handle multiple priorities and work well under pressure
• Ability to handle stressful situations appropriately
• Ability to work collaboratively with all functions within the organization to foster partnership and teamwork
• Flexible and approachable with the willingness to assist customers with a variety of different issues
• Strong technical, analytical and problem-solving skills
• Proven experience as a help desk technician or other customer support role, and ability to demonstrate proficiency providing IT support
• Ability to diagnose and resolve software and hardware issues
• Must be available to participate in on-call rotation
• Must be able to work flexible hours, if necessary
• Earn CompTIA Security+ certification within six months of employment or show proof of certification
• Earn CompTIA Network+ certification within twelve months of employment or show proof of certification
• Ability to obtain and maintain security clearances, if required by our clients
• Successful background check
• Hold a valid drivers’ license and be able to commute to client locations, as needed

Preferred Qualifications:

• 1 or more years of extensive experience supporting systems such as Microsoft Windows servers and personal computers
• 1 or more years of extensive experience supporting networks such as Cisco products
• CompTIA Network+ certification
• CompTIA Security+ certification
• Intermediate understanding of cybersecurity best practices
• Intermediate understanding and the ability to support backup solutions, Microsoft 365, networks, servers, video cameras, Voice over IP, workstations, etc.
• Intermediate understanding of service ticket systems, and remote management and monitoring (RMM) systems

Education:

• Bachelor’s degree in computer science or related field and a minimum of 1 year experience in IT or equivalent professional experience