IT Systems Engineer

3 weeks ago

Columbus, United States PERRY proTECH Full time

Job DescriptionJob Description

Have you ever wanted to be an Employee Owner? We are looking for a qualified Systems Engineer to join our team

As a Systems Engineer, you are responsible for handling escalated technical issues for our IT Service Clients by providing assistance using a variety of remote support platforms as well as on-site when required. You will communicate
with the client over the phone, email or in person and analyze issues based on details provided by clients and
information provided by the previous support representatives. You will research issues to identify and implement an
appropriate solution in accordance with documented procedures as well as document all client contact noting
troubleshooting, resolution or escalation. You must demonstrate strong customer service skills as you will be assisting
end users who are seeking resolution to technical issues.
PRIMARY FUNCTIONS:

  • Serve as escalation for customer’s issues that require higher level of support or onsite support.
  • Respond to requests for technical assistance in person, via phone, email or text in a professional courteous manner.
  • Perform remote and onsite remediation through diagnostic techniques and pertinent questions,
  • Maintain detailed product knowledge of all supported products and solutions in order to support all aspects of our product offerings.
  • Log all client (internal and external) interactions.
  • Recognizing and escalating issues when additional skillsets are needed.
  • Inform Manager of recurring issues.
  • Ensures client satisfaction and practices effective client relation skills
  • Follow up with customers and users to complete the resolution and insure customer satisfaction.
  • Provide training to clients on products installed
  • Provide third party vendor management for IT Service Clients.

BASIC RESPONSIBILITIES:

  • Maximize client satisfaction by provided exceptional technical support.
  • Follow standard call center procedures.
  • Analyze client needs, recognize business opportunities and influence sales volume growth
  • Communicate and interact with clients, service, sales and administrative staff in a courteous and professional manner
  • Assist on special projects assigned
  • Be self-motivated, flexible and take initiative
  • Work as a team player by continually learning and sharing knowledge

POSITION QUALIFICATIONS:

  • Bachelor’s Degree in Computer Science or related field or equivalent with a demonstrated successful work history.
  • MCSE or equivalent experience a plus
  • Software Vendor Certifications are a plus
  • Field Engineer FE grade 6 a plus
  • 2 years’ experience in a Help Desk or NOC
  • Proven technical ability
  • Excellent communication skills
  • Excellent time management abilities
  • Keen attention to detail and interest in problem-solving.
  • Ability to know when to escalate issues
  • Ability to travel for training, off-site meetings and travel to client locations as necessary.

Company DescriptionPERRY proTECH is a multi-service technology solutions provider centered on managed network services, managed print, and information security. PERRY proTECH creates strategic solutions for its customers, focusing on asking the right questions and finding the right answers for their needs.
Since our founding 58 years ago, PERRY proTECH has evolved to meet changing customer needs and adapted as technology has progressed. We are employee-owned and operated; every employee thinks and acts like an owner because they are one. Our employee-owners are committed to solving our clients’ challenges with custom solutions. PERRY proTECH manages relationships with multiple technology manufacturers so we can source a range of options to help our customers find the best solution by integrating technology seamlessly into the day-to-day operations of our customers, driving efficiency and cost-effectiveness.Company DescriptionPERRY proTECH is a multi-service technology solutions provider centered on managed network services, managed print, and information security. PERRY proTECH creates strategic solutions for its customers, focusing on asking the right questions and finding the right answers for their needs.\r
Since our founding 58 years ago, PERRY proTECH has evolved to meet changing customer needs and adapted as technology has progressed. We are employee-owned and operated; every employee thinks and acts like an owner because they are one. Our employee-owners are committed to solving our clients’ challenges with custom solutions. PERRY proTECH manages relationships with multiple technology manufacturers so we can source a range of options to help our customers find the best solution by integrating technology seamlessly into the day-to-day operations of our customers, driving efficiency and cost-effectiveness.

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