Support Engineer
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Accentuate Staffing is inviting skilled, customer-focused Level 1 Support Engineers to apply for an opportunity with one of our leading customers. Your role will include providing technical support to our clients, solving their IT-related concerns, and ensuring the peak performance of their systems. Exceptional communication abilities and technical expertise will be crucial for providing superior customer service and keeping client satisfaction high.
Responsibilities:
- Provide primary technical support: Address client inquiries, troubleshoot, and solve technical problems connected to hardware, software, applications, and network connectivity.
- Ensure prompt problem resolution: Precisely identify and solve client difficulties within established service level agreements (SLAs) to keep downtime low and maintain client satisfaction.
- Record and follow up on incidents: Keep a record of all client interactions, problems, and resolutions in the ticketing system for comprehensive and current documentation.
- Escalate intricate issues: Work with Level 2 and Level 3 support teams to escalate and seek help for more complex technical problems requiring further investigation or specialized knowledge.
- Execute remote troubleshooting: Employ remote monitoring and management tools to diagnose and solve client problems, ensuring efficient troubleshooting.
- Carry out proactive system monitoring: Keep an eye on client systems, networks, and applications to spot and resolve potential issues before they disrupt productivity or lead to downtime.
- Deliver exceptional customer service: Engage with clients in a professional, client-centric manner, maintaining a positive and understanding approach while catering to their technical needs. Weekly local travel to client sites as necessary, and out of state travel 0-4 times annually.
- Keep pace with technology trends: Stay informed of industry developments, new technologies, and emerging best practices to constantly update your technical skills and knowledge.
Requirements:
- Education: A high school diploma or equivalent (extra technical certifications or degrees are advantageous).
- Technical knowledge: A strong understanding of computer systems, networks, and commonly used software applications. Familiarity with Microsoft Windows, Active Directory, and Office Suite is crucial.
- Customer service skills: Outstanding interpersonal and communication abilities, with the knack to communicate technical information to non-technical clients in an understandable and succinct manner.
- Driver’s License for operating company vehicle.
