Client Support Engineer

1 week ago


Dover, Delaware, United States Tekscape Full time
Job Overview

Position Title: Service Level Engineer I

Location: Remote with occasional travel

Employment Type: Full-Time

Reports To: Service Delivery Director

Salary Range: $65,000 - $100,000 annually

Travel Requirements:

  • 25% travel required
  • 2-3 days per month for client engagements
  • All travel expenses covered by the company

About Tekscape:
Tekscape is a leading managed IT services provider, established in 2007, with a focus on delivering exceptional technology solutions. Our expertise spans managed IT, security services, cloud solutions, compliance, and collaboration, ensuring our clients receive top-tier support.

The Team:
Our Service Desk team is dedicated to providing comprehensive support and management for client systems. We prioritize best practices and client satisfaction, ensuring effective management of both simple and complex IT infrastructures.

Position Summary:
The Service Level Engineer I serves as the primary contact for Level 1-2 client incidents and service requests. This role involves maintaining client systems and providing support for both physical and virtual environments. The engineer will collaborate with the team to deliver outstanding technical expertise and customer service to our clients.

Key Responsibilities:

  • Accurately log ticket times and update progress in accordance with service desk policies
  • Provide hardware and peripheral support for end-users and servers
  • Maintain up-to-date documentation for equipment and applications
  • Support operating systems and applications for end-users and servers
  • Assist with Active Directory account management
  • Facilitate email and file access for end-users
  • Support remote access solutions
  • Assist with mobile device management
  • Provide Office 365 product support
  • Create and maintain workstation and server templates
  • Participate in after-hours on-call rotation

Qualifications:

  • Strong communication skills for customer-facing interactions
  • Technical documentation and presentation skills
  • Excellent organizational skills and independent judgment
  • Proficient troubleshooting skills for incident resolution
  • Experience with desktop operating systems and Microsoft Active Directory
  • Hands-on experience with enterprise systems such as AD, DHCP, and DNS
  • Familiarity with Microsoft Windows Server technologies
  • Experience with cloud-based email solutions
  • Understanding of remote desktop platforms
  • Knowledge of public cloud platforms
  • Experience with group policy configuration

Preferred Qualifications:

  • Experience with SAN storage and virtualization technologies
  • Previous experience in a managed services environment
  • Certifications in Microsoft, VMware, or Cisco

Education and Experience:

  • Minimum of 3 years in technology support roles
  • Bachelor's degree or equivalent experience

Performance Metrics:

  • Client satisfaction rate of 90% or higher
  • Annual engineering hours target
  • Adherence to service ticket compliance policies

Benefits:

  • Comprehensive health benefits
  • 401(k) plan with company matching
  • Paid time off and holidays
  • Professional development opportunities
  • Employee referral programs

Tekscape is an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace.



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