Support Engineer I

Job Description

Job Description

Description:

Support Engineer I provides technical support primarily by phone or by ticket, but may be asked to go onsite as needed. The

role is responsible for following the documented procedures for support, monitoring the ticket gateway, and maintaining

ticket and phone SLA.

Role Specific Duties and Expectations:

Responsibilities

• All time is documented daily (activities, projects, tickets) in the moment of doing said task in the ticketing system
• In progress tickets should be handed off and documented before the end of shift
• Monitor the ticket gateway and designated queues
• Escalate issues as documented in IT Glue
• Document new customer findings by creating or updating articles in IT Glue
• Building client rapport during onsite assignments (via in person troubleshooting for relevant issues, site walk throughs, face time, etc.)
• Travel up to 25-50% when assigned

Expectations

• Maintain established call and ticket SLAs as defined by Manager
• Maintain established CSAT score as defined by Manager
• Timesheet for current week submitted by end of shift on Friday
• Work and document established billable hours each week
• Annual goals and objectives as set in HRIS (Human Resources Information System) and reviewed quarterly

Technical Proficiencies

• Ticketing software - Incident management and allocating time to tickets being worked
• Remoting into systems, push approved scripts and run action creations
• Active Directory - Basic knowledge of security groups, group policy fundamentals, and how domain controllers work
• Virtualization - Basic knowledge of VMware/Hyper-V for user incident support
• Microsoft Windows/Servers - Basic knowledge of MS Windows, differentiate between physical/virtual servers, knowledge in patching and maintenance
• Networking - Basic knowledge of network troubleshooting skills, DHCP & DNS, understanding of ping, mslookup, traceroute
• Software as assigned