Technical Support Engineer II

3 weeks ago

Overland Park, United States CareerBuilder Full time

The Technical Support Engineer II/ Remote Engineer 2 works as a member of the Reactive Service Delivery Team to provide support services to clients. The position is highly client-facing via phone, email, and remote assistance tools, and as such requires outstanding communication and client service skills. The Remote Engineer resolves workstation, server and network problem tickets, performs assigned project duties, and escalates to Dispatch as needed. This role may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.

Reactive Service Delivery Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks.

Essential Duties & Responsibilities

Client Service

Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional and patient mannerPerform all duties with the goal of building and maintaining long-term client/vendor relationshipsMaintain exceptional client service, understanding client satisfaction and perceptionIT Service and Support Functions

IT support services for clients' infrastructure, including clients' core business applicationsAcquire specific knowledge of the client and how IT relates to their businessDevelop in-depth knowledge of the service offerings and how they relate to clients' needsParticipate in projects by performing assigned dutiesPerform other related technical duties as assignedDocumentation, Reporting and SLA's

Identify clients' needs and report to vCIO or Service ManagerUpdate documentation for client configurations or processesCommunicate managed services installation and maintenance with Centralized Services (CS)Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outagesReport client concerns or complaints to Service Manager, VP Operations, and CXOContact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticketClose tickets within 7 business days unless issue requires further delay as notated on the ticketAdministrative

Enter all notes and time worked on the appropriate service ticketEnter time worked on each ticket dailySubmit time sheets on a weekly basis, due by Saturdays at 12PQualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.

Core Competencies

Ability to communicate and work effectively with end users over the phone and on-siteExcellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clientsExemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleaguesCritical thinking and problem-solving skillsOrganized and detail-orientedStrong team playerTechnical Skills

Windows workstation repair, maintenance, malware removal, and deploymentConfiguring network settings on workstationsRDP client supportOffice 365 account and client supportServer backup monitoring and maintenanceWireless connectivity for mobile devices and workstationsMobile devices - smartphones, tablets and laptopsExchange mailbox administrationActive Directory account creation and managementNetwork drive and printer mappingsDiagnose network connectivity issues for workstationsEducation and/or Experience

College or Technical degree preferredCompTIA certifications preferredMicrosoft Technology Associate (MTA) preferredLanguage Skills

Ability to communicate professionally, in English, both written and orallyAbility to write business correspondence and process proceduresAbility to effectively present information and respond to questions from groups of managers, clients, and the general publicCertificates, Licenses, Registrations

Valid Driver's License

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