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Form of workJob Description
SUMMARY
The Senior Support Engineer is responsible for handling high-level support of service requests. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software. The Senior Support Engineer reports to the Service Deck Supervisor.
RESPONSIBILITIES
REQUIREMENTS
The Senior Support Engineer is responsible for handling high-level support of service requests. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software. The Senior Support Engineer reports to the Service Deck Supervisor.
RESPONSIBILITIES
- Deliver the highest quality customer satisfaction while responding/resolving client service requests.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.
- Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
- System documentation maintenance and review in ConnectWise.
- Identify and develop automated processes to streamline otherwise manual or inefficient processes.
- Maintain and enhance existing Remote Monitoring and Management (RMM) toolset.
- Constantly looking for new ways to improve customer service, perception, and satisfaction.
- Fast turnaround of customer requests.
- Ability to work in a team and communicate effectively.
- Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
- Recognize when service requests require escalation from lower-level technicians.
- Responsible for entering time and expenses in ConnectWise as it occurs.
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
- Enter all work as service tickets into ConnectWise.
REQUIREMENTS
- High school diploma or equivalent required, Bachelor’s degree preferred
- Minimum 10+ years of systems engineering or network administration experience.
- Experience designing, implementing and maintaining a variety of Microsoft operating systems and applications.
- Experience maintaining Network and Security systems.
- Able to quickly recognize, organize, prioritize and re-prioritize work tasks as needed.
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
- Diagnosis skills of technical issues.
- Ability to multi-task and adapt to changes quickly.
- Technical awareness: ability to understand client expectations for services being delivered.
- Self-motivated self-starter that thrives in a fast-moving environment.
