Technical Support Engineer

Position Summary:

The Technical Support Engineer is the “voice of the company” as the initial recipient of incoming help desk calls. The Technical Support Engineer will analyze customer needs using critical thinking skills and expertise in IT to resolve customer issues and/or work with Senior Engineers for escalation support. Throughout the resolution process the Technical Support Engineer will be the primary point of contact with the customer and provide timely updates and exceptional communication to ultimately ensure world-class customer service by being approachable and personable. The Technical Support Engineer also serves to support the higher-level Senior Engineers and may be delegated special projects and assignments as determined by higher-level team members.

Key Responsibilities and Duties:

Help Desk Inquiries and Ticket Resolution

• Ensures that incoming inquiries are initially responded to within contract Service Level Agreements (SLA)
• Completes Technical Support request tickets within position scope and responds back to customer within predetermined company acceptable time periods using SLA alert system as tracking method.
• Escalates calls that are beyond position scope to appropriate Technical Support Engineers following company protocols. Ensures that customer is aware of actions and that deadlines for completion are clear.
• Manages customer concerns and provides timely updates during resolution process.
• Serves as the primary point of contact between the customer and internal team and ensures pertinent information for the resolution of tickets are communicated to appropriate parties within an acceptable period of time.
• Participates in the on-call support rotation, responds to after-hours notifications per internal guidelines and ensures issues are escalated appropriately when needed
• Clearly documents all work performed in the helpdesk ticketing system
• Performs all tasks with exceptional attention to detail

Onsite Augmentation (TSE)

• Onsite placement at an assigned client or clients on a fixed schedule between 1 and 5 days per week
• Provide in-person support to staff at the client location, including escalating issues to remote Tier 2/3 engineers when necessary
• Develop positive relationships with clients’ staff and the designated client point of contact
• Represent the clients’ interest when interacting with external vendors and consultants on their behalf

System Administration Support

• Receives handoff of special assignments and projects from higher level team members
• Provides timely resolution/completion of assigned projects
• Ensures exceptional customer communication and satisfaction; responds in a timely manner to higher level team members on assignment progress

Vendor Liaison and Management

• Contacts third party vendors to coordinate resolution of issues with systems not directly controlled by the customer (e.g telephony/hosting providers)

Job Qualifications:

Experience

• 0-1 years of hands-on experience
• Experience resolving common issues on desktop platforms including Windows 10/11 and Mac OSX
• Familiarity with Office 365 administration
• Familiarity with remote support tools such as TeamViewer or LogMeIn
• Knowledge of basic networking concepts including past exposure to small office or home networking troubleshooting

Education and Certifications Preferred

• Bachelor’s degree in Information Technology or related field
• CompTIA A+
• CompTIA Net+

Other Skills

• Ability to manage multiple tasks and follow-through on assignments in a timely manner
• Strong communicator
• Strong critical thinking and troubleshooting abilities
• Must have current and valid driver’s license and own transportation

Benefits

• Medical Insurance - OSIbeyond pays 80% of the premium for the Employee's base medical plan
• Vision and Dental Insurance - OSIbeyond pays 80% of the premium for the Employee's plans
• Life Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
• Short Term Disability Insurance - OSIbeyond pays 100% of the premium for the Employee's plans
• 401K - OSIbeyond matches up to 4%
• Certifications - Approved certifications are 100% reimbursable
• Location – Hybrid (Rockville, MD Mon-Thu / Work from home Fridays)