System Support Engineer

INVAR Technologies is a Premier Microsoft Solution Provider in NYC, and we are seeking an experienced Systems Support Engineer to join our growing support team.

This is a 100% remote position and the successful candidate and will be responsible for monitoring, supporting, and optimizing our customer’s workstations, printers, VoIP phones and other network devices. We are looking for someone who can solve most workstation issues independently. The ideal candidate will work with other help desk staff and end users directly to help resolve user experience issues and escalate to the next level or System administration.

In this position, you will serve as the main technical interface to the client and have a direct impact on client satisfaction. Therefore, candidates should also have a demonstrated ability to work independently with little supervision and possess high level customer service skills. Excellent written and oral communication skills are also crucial, as well as being able to work with technical, non-technical, and executive staff.

Systems Support Engineer Accountability Areas

· Quick End User Support

· Incident Response

· Reactive Support

· Incident Escalations

· Recurring issues identification

· Process Improvements identification

· KB Creation & Updates

Systems Support Engineer Responsibilities

· Make customer’s Life Easier and Happier at work

· Answer all incoming calls and creating a ticket by documenting the reported issue and

· all prominent details, if ticket has not been created yet.

· Respond to tickets submitted quickly and acknowledge ownership of the case

· Start troubleshooting & resolving the issue presented according to the specified SLA’s (Service Level Agreements)

· Troubleshoot and provide IT support remotely to technical issues involving;

· Microsoft’s core business applications

· Office 365 admin portal

· Operating systems

· Basic networking connectivity

· Peripheral devices

· Remote & Virtual Environments

· VoIP Services

· Client’s 3rd party Line of Business applications

· Internet Service Provider (ISP)

· System and Security Alerts

· New user onboarding

· User termination

· End user training

· Recreate the issue user is having and document particular details

· Request additional information to understand where the issue is coming from

· Identify the big picture of what the user is trying to achieve

· Communicate with end user through the ticket

· Document / summarize all calls, chats, text communications in the ticket

· Clearly document all steps and any system changes you perform

· Read and follow standard troubleshooting and resolution procedures (KBs)

· Identify issues and discrepancies in KB documents, bring it up to teams and managers attention

· Create new KB’s for new processes and procedures and troubleshooting steps for existing issues that don’t have KB yet

· Check and Update ALL assigned tickets at least one time daily, keeping them informed of incident progress, notifying them of impending changes, and setting appropriate expectations for resolution times

· Provide friendly, professional support via phone, email, chat, and ticketing system

· Collaborate with vendors to resolve issues as necessary

· Train & provide support to client staff on best use of applications and workflow

· Suggest improvements and new ideas

· Learn new technologies and participate in training and certification programs

· Provide excellent, timely customer service

· Manage expectations, perception, and strive for great satisfaction

· Escalate service requests that require next level engineer support.

· Responsible for entering time and expenses daily into ticket system.

Qualifications

· Excellent Verbal and Written English Communication Skills

· Ability to work and be available during 8 am - 6pm shift EST.

· Availability to work after hours and weekends (infrequent & compensated)

· Strong knowledge of Windows 7-10

· Strong knowledge of the MS Office suite

· Understanding of domains, user profiles and how they work

· Strong knowledge of Office 365 admin portal

· Knowledge of VoIP technology (8x8 preferred)

· Entry level troubleshooting of virtual environments (RDS, WVD, VDI)

· Understanding Meraki Technology

· Strong analytical skills

· A minimum of 3 years of recent experience troubleshooting various technology and user experiences

· Self-motivated and high level of enthusiasm

· Take a personal interest in, and responsibility for quality of work performed

· Ability to pay close attention to detail while dealing with a robust flow of issues

· Ability to articulate technical information clearly and simply to non-technical people

Key Performance Indicators

· Customer Satisfaction Rating – 95% or higher

· Quantity of tickets resolved – 40+ /week

· Quality and completeness of ticket content – 95% or higher

· Quantity of Technical Documentation created / updated – 1+/week

Job Type: Full-time

Pay: $30,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Compensation package:

• Bonus opportunities
• Holiday pay

Experience level:

• 5 years

Schedule:

• 8 hour shift

Experience:

• Customer service: 3 years (Required)

Work Location: Remote