Help Desk/Technical Support Eng I

POSITION DESCRIPTION:

- The Support Engineer will assist the technical support team with monitoring customer systems in a fast paced, team oriented, 24x7, call center environment.
- Typical Support Engineer activities include monitoring customer hardware/operating systems/applications, opening/updating support cases in Salesforce.com, and coordinating/following- up on troubleshooting activities with Technical Support Engineers.
- The Support Engineer will escalate unsolved service requests to tech support engineers after resolution time thresholds and troubleshooting standards are met.
- The Support Engineer reports directly to the Technical Support team Manager and is responsible for systems monitoring, case creation, case routing/escalating, and status communication.

ESSENTIAL DUTIES:

- Monitor customer hardware, operating systems, and applications using multiple proprietary in-house monitoring applications.
- Create and update trouble tickets using corporate ticketing system, Salesforce.com
- Interface directly with Technical Support Engineers and Managers to resolve service requests.
- Escalate service requests to appropriate persons within the organization after established time/count thresholds have been met.
- Ensure that customer SLA commitments are consistently met while providing a high level of customer satisfaction.
- Obtain and provide timely service updates to/from relevant parties.
- Maintain accurate case documentation for all service requests. This includes detailed notes, escalation management and closure codes.
- Enthusiastically meet or exceed performance metrics as set forth by management.
- Adhere to operational processes and guidelines for Operations Center employees.
- Interface effectively and professionally with all employees, customers, and vendors.
- Maintain a high level of professionalism and integrity.
- Understand and work with a sense of urgency for resolution of customer issues.
- Actively participate in mandatory meetings, training sessions, and projects.
- Performs other duties as assigned and required.
- Duties and responsibilities may change from time to time without notice and include but are not limited to the duties described above.

REQUIRED SKILLS/KNOWLEDGE/COMPETENCIES:

- Direct customer service experience with the ability to consistently achieve high levels of customer satisfaction.
- Strong familiarity with basic telephony, personal computers, printers, current operating systems, MS Office, Outlook, mobile communication devices, and web browsers.
- Knowledge of IT concepts, terminology and practices
- Excellent technical and non-technical written and verbal communication skills.
- Ability to multi-task while following established guidelines, policies and procedures.
- Ability to excel and remain positive in a high-pressure, dynamic, 24x7 team environment.
- Quickly adjust to priority changes or work assignments without sacrificing quality.
- Demonstrate a sustained commitment to quality, professionalism, and integrity.
- Experience performing remote support via telephone, email, and remote access tools.
- Experience working directly with outside vendors to report or escalate issues.

PREFERRED SKILLS/KNOWLEDGE/COMPETENCIES

- Ability to coordinate multiple projects
- Exposure to Windows based operating systems and hardware components
- Experience with SalesForce.com
- Experience in Helpdesk support
- Comp TIA A+ or Network+ certification.

QUALIFICATIONS

- 2 Year Technical Associates Degree or similar experience.
- 4 Year Technical Degree Preferred
- 1 Year direct customer service experience.
- 1-2 years Call Center technologies.