Support Engineer III

Synoptek

We think globally, act locally. As a Managed Services Provider, Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, results growth, and clarity.

Support Engineer III

This is an amazing opportunity to work within one of the fastest growing Managed Services Providers. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support.  We foster a fun and connected environment with employee benefits extending beyond general compensation and into company sponsored events and an invested culture of learning.

The Support Engineer III is responsible for supporting for our client's infrastructure (server & network).  The Support Engineer III will also receive escalations from both Support Engineer I and IIs and act as a technical mentor to them.  

Every Engineer is measured on completed tickets, resolution met, CSAT (customer satisfaction) and ticket utilization set forth by their direct manager. 

Duties and Responsibilities

• Anticipate and/or escalate issues proactively to ensure quick response/resolution times
• Acquire and maintain knowledge of current support policies and methods of support delivery to provide accurate solutions to customers
• Adhere to ticketing processes and documents issues appropriately and in a timely fashion.
• Demonstrate understanding of ITSM and monitoring capabilities and how to increase efficiency using these tools
• Focus on proactive tasks as they are the foundation for increased system performance and
• reduced reactive tasks
• Demonstrate advanced knowledge of ITSM & RMM functions and ITIL concepts
• Retrieve passwords from password tool
• Ensure compliance with Synoptek's document security standards and policies
• Remain quality conscious via phone and email with both technical and non-technical
• customers
• Write formal/informal documents/presentations based on a structured outline, conveying a point of view to the work team
• Manage audience expectations by specifying actions and their expected timeline
• Ensure compliance with the company's code of business ethics, standards, and policies
• Use advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more
• Evaluate the issue to determine the problem and identify the source and possible solutions using critical thinking skills
• Draw connections between various aspects of a problem, and propose viable solutions that have been tested
• Navigate between the amount of time spent on a ticket determining plan of action and escalating the issue to provide excellent customer service
• After solving an issue, review the troubleshooting to achieve more efficiency in the future
• Use and contribute to resources such as the Knowledgebase in the Synoptek portal to aid in issue resolution and increase efficiency
• Participate in the Systems on-call rotation
• This job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice

Education

• Bachelor's degree in related field from an accredited college or university
• In lieu of undergraduate degree, the ratio is 1:1 - meaning one year of college equals one year of work experience and vice versa
• Microsoft role-based certification, , A+, Security+, Network+, ITIL Foundation certification or ability to obtain within 6 months of employment

Experience

• Customarily has at least 2 years of customer facing project management or client engagement experience
• Customarily has at least 2 years of technical experience
• Experience troubleshooting issues with Windows & Mac Operating Systems, Microsoft Office Suite, remote access, MS terminal services, Server, Cloud platforms, and/or Network experience preferred.
• Experienced in deploying OS installation via scripted, unattended methods, Ghost, Sysprep, and other imaging methods, preferred

Skills/Attributes

• Synoptek core DNA behaviors:
  • Clarity: Possesses excellent communication skills, makes a concentrated effort to speak the customers language. Ability to field questions with concise, well-constructed responses
  • OwnIT: Shows integrity, innovation, and accountability in completing daily assignments
  • Results: Solutions focused and driven to resolve conflict quickly and precisely. Proactively looks for opportunities to contribute to the company's business goals
  • Growth: Willing to learn and ask questions. Constantly looking for new ways to improve yourself. Ability to adapt and grow in a fast-paced environment
  • Team: Embraces both customers and colleagues as team members. Ability to be flexible, respectful, engaged and collaborative
• Understanding of current metrics measured and how work impacts those measures
• Know limitations and when to ask for help, including seeking advice from experienced
• Synoptek colleagues
• Listen and actively seek to understand expectations held by the client, manager, and
• teammates, including understanding what it takes to meet expectations and how these
• evolve and change over time.
• Operate with integrity, follow through on commitments, maintain a can-do attitude and
• demonstrate courage under pressure
• Comply with HR policies and meet general employment expectations

Working Conditions

We live by the motto 'work hard, play hard' and strive to support our employees in both their professional and personal goals. We believe that by hiring the right people, leading process improvement, and leveraging technology, we achieve superior results.

Work is performed primarily in an office or remote environment; final location is determined by business need. May be subject to time constraints and tight deadlines. May require occasional travel.

EEO Statement

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.