IT Customer Support Engineer

Interested? Send us your qualified resume.

The Position

The IT Customer Support Engineer serves as the first point of communication with clients, resolving issues or escalating tickets to senior engineers. This person provides hands-on support at our Data Center, which includes but is not limited to: daily maintenance and monitoring of data center services. (Read more about our Data Center here.)

Role & Responsibilities

  • Work with clients to diagnose IT issues and attempt a level 1-2 resolution
  • Gather required information from the client and escalate issues to a senior engineer, if needed
  • Communicate with the client regarding open issues/tickets
  • Manage service board daily to make sure tickets are updated
  • Work with senior engineers to schedule service work
  • Report/escalate service issues to Operations Director
  • Perform daily data center maintenance and check backup status
  • Occasionally perform IT services onsite at client offices
  • Monitor and support Managed Services Program and software

Minimum Qualifications

  • Excellent verbal communication with clients
  • Superior follow-up skills and initiative
  • Quick learner with ability to pick up quickly on new technologies
  • Personality to work well with diverse personalities
  • Ability to quickly diagnose issues
  • Willingness to try and tackle issues beyond current skill set
  • Ability to understand and gather required information before escalating an issue
  • Strong written/documentation skills
  • Multi-tasking and organizational skills
  • Past experience working with clients
  • Experience with Windows Workstation, Server 2008-2012
  • Understanding of networking and associated infrastructure

Additional Helpful Skills (not required)

  • Virtualization (ESXi, Vcenter, Vscphere client)
  • Configuring Switches and Vlans
  • Firewall operation and configuration (Fortigate)
  • Microsoft Exchange 2010-2013
  • Infrastructure Monitoring software
  • Connectwise or other service ticketing software
  • Documentation processes and procedures 

Think we’d work well together?