IT Support Engineer

Responsibilities

• Deliver IT support to customers following the defined Support Playbook.
• Monitor incoming phone and ticket queues, replying within service level agreements.
• Watch for escalated tickets and respond within SLAs.
• Create clear, detailed ticket notes.
• Update and maintain documentation.
• Look for ways to reduce ticket noise to help customers operate more efficiently.
• Contribute to a growing knowledge base used by all engineers.
• Provide onsite support at customer sites as required.

Requirements

• Proficiency with all Microsoft Operating Systems, including the latest server OS versions.
• Solid experience with IP networking, including firewalls, switches, and wireless technologies.
• Proficiency with VMware.
• Proficiency with Remote Monitoring and Management.
• Experience with MS Office 365, Google Apps, Gmail, and antivirus programs.
• Experience with backup solutions.
• Strong customer service skills in a technical support environment.
• Experience engaging with customers over the phone or via electronic communications.
• Excellent verbal and written communication abilities.
• Experience documenting and managing technical requests.
• Ability to multitask and work independently as well as part of a team.
• Detail-oriented approach.
• Will-do attitude and readiness to take necessary actions to resolve issues.

Technologies

• Windows, Windows Server
• Firewalls, Switches, Wireless technologies
• VMware
• Remote Monitoring and Management
• Office 365, Google Apps, Gmail
• Antivirus software
• Backup solutions
• Wolters Kluwer CCH

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tui­tion reimbursement
• Vision insurance

Job Description

• Provide customers with timely confirmation of issue receipt, signaling that we are addressing the matter.
• Maintain well-crafted notes with detailed information to guide the issue through its lifecycle.
• Ensure the customer's issue is fully resolved to their satisfaction.
• Identify and address any additional needs the customer may have.

Desired Outcomes

• Confirm receipt and begin work on escalated cases within 30 minutes of creation.
• Resolve 95% of cases within 30 minutes or less of total work time.
• Resolve a minimum of 12 tickets per day.
• Update cases with exceptional notes whenever work is performed, and proactively inform the customer of status updates.
• Escalated cases include enough detail for Tier III to proceed without requesting additional information.
• Accurately track case details to produce dependable and useful reporting.

Application Question(s)

• This position requires travel to customer sites. Are you located in or a short distance from Albany, NY?

Experience

• Troubleshooting: 3 years (Preferred)
• Windows: 3 years (Preferred)
• Wolters Kluwer CCH: 1 year (Preferred)

License/Certification

• Driver's license (Required)

Willingness to Travel

• 100% (Required)

Work Location

• In person

Job Type

• Full-time

Pay

• $25.00 - $35.00 per hour