clients GXA

Technical Support Engineer (Projects Team Member)

Location

🇺🇸 USA Only

Job Type

Full-time

Experience

N/A

Salary

N/A

Skill Set

Role

Full Stack Programming

Job Details

Responsibilities
  • Ensure all technology that is being implemented is done by following industry best practices and the NIST/CIS security framework when documentation is available.
  • Implementation of Microsoft systems, virtualization cloud and workstation projects
  • Implementation of network level projects: WAN, LAN and Wifi connectivity, routers, firewalls, and security
  • Complete the approved Initiative Status and Review (IS&R) document and obtain sign off by the Project Coordinator/Manager
  • Implement assigned projects based on the documented project delivery plan
  • Provide regular updates on all projects that are in progress in Connectwise, to the Project Coordinator/Manager, vCIO and Clients via the IS&R
  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. service team)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients
  • Document all work completed on the project and get sign off from Project Coordinator/Manager, vCIO, vITM, Reactive Services and the Client via the Project Closure Document
  • Identify project scope changes and bring to the attention of the Project Coordinator/ Manager and vCIO promptly
  • Have 90% of projects closed on schedule and on budget
  • Keep timesheets up to date daily and submit them by end of day each Monday at 5:00pm
  • Maintain 80% Billable Time on ConnectWise Timesheets
  • Participate in Weekly PS handovers and be prepared to review project signoff and prepare the vITM and RS teams to support newly implemented projects
  • Participate in Weekly PS huddles and be prepared to provide updates on all assigned projects that are upcoming, in progress or pending closure
  • Make sure projects are delivered on time and under budget
  • Work with Project coordinator to assist with scheduling projects

Requirements

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software (eg. Zendesk)
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant field
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
  • Must be available after standard work hours to implement projects

Benefits


Benefits Available
Medical, Dental, Vision, Legal Shield/ID Shield, Life Insurance, and Disability
Vacation Time-Eligibility after 6 months of employment