Technical Solutions Engineer

2 weeks ago


Chico, California, United States Study International Full time

Department:
Managed Services - IT Solutions

Reports To:
Service Delivery Manager

FLSA Status:
Full Time / Exempt

Study International, a leading provider of educational technology solutions, is looking for a Field Support Engineer to enhance our team.

Purpose
This role is pivotal in delivering both onsite and remote technical assistance to our Managed IT clientele.

Supervision
Supervised

Contacts

Internal:
Exempt, Non-Exempt

External:
Current Clients, Vendors, Contractors

Responsibilities
1. Provide comprehensive onsite and remote technical support for Managed IT clients.
2. Address initial support inquiries and resolve basic issues impacting single users, adhering to best practices and established procedures.
3. Handle escalation requests from junior support team members.
4. Collaborate with senior engineers when necessary to resolve complex issues.
5. Maintain detailed records on all support tickets, ensuring adherence to communication standards.
6. Participate in division initiatives aimed at process enhancement and best practices.
7. Ensure accurate reporting and effective calendar management.

Core Values
Demonstrate professionalism and a positive demeanor daily. Engage in mentoring and contribute to continuous improvement efforts to enhance productivity and reduce costs without compromising effectiveness. Maintain open communication with management regarding important matters. Adhere to company values, policies, and safety regulations at all times.

Job Related Dimensions
Essential Knowledge:
- Desktop hardware troubleshooting.
- Network hardware troubleshooting (Switches, Access points, Firewalls, etc.).
- Windows OS troubleshooting.
- Familiarity with standard software suites (Microsoft 365, Adobe, etc.).
Preferred Experience:
- Working knowledge of systems such as ConnectWise Manage, ITGlue, and Microsoft Teams.
- Willingness to mentor and develop fellow support team members.
- Commitment to ongoing professional development through training and certifications.
- Proven integrity and trustworthiness with confidential information.
- Strong organizational and multitasking abilities in a dynamic environment.
- High attention to detail and problem-solving skills.
- Ability to work independently with minimal supervision.
- Capacity to remain composed under pressure.
- Proficiency in MS Word, Excel, and Outlook is essential.

Qualifications
Experience:
- Bachelor’s or associate degree in computer information systems.
- 4+ years of relevant remote and/or field experience.
- Additional experience may substitute for formal education.

Desired Certifications:
- CompTIA Network+
- Cisco Certified Entry Networking Technician (CCENT)
- CCNA

Physical Demands & Work Environment
- Ability to sit for extended periods.
- Proficient in verbal communication and use of various computer applications.
- Capability to travel to client locations regularly.
- Ability to lift 50+ lbs occasionally.

Study International offers a competitive compensation package, including comprehensive benefits such as medical, dental, vision, life insurance, and a 401k Retirement Plan with company match upon eligibility. We are an Equal Opportunity Employer, considering applicants for all positions without regard to age, sex, color, race, religion, national origin, disability, genetic information, military/veteran status, citizenship status, marital status, or any other group protected by applicable laws.


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