The Senior Support Engineer is responsible for serving as an escalation resource for tier 3 level technical support tickets. This role is a senior technical resource on a client team and thrives in a fast-paced, problem solving environment; enjoying the challenge of moving between client environments utilizing a vast array of hardware and software. The Senior Support Engineer is reactively solving problems while using their technical prowess to identify how to optimize client ecosystems. This position provides recommendations to account management and projects to identify client optimization opportunities. The Senior Support Engineer builds productive working relationships with their colleagues by serving as a mentor and technical advisor and contributes to the organization’s learning and development strategy by identifying technical and customer service training opportunities.
Essential Knowledge, Skills, and Competencies
To successfully perform in this role, an individual must consistently demonstrate the following abilities:
§ Superior ability to diagnose individual and client ecosystem issues by asking questions, listening to understand and identifying the client’s issue(s).
§ Demonstrate and communicate a tenacious commitment to resolving the issue through attentiveness and patience.
§ Proactively anticipate client needs by thinking ‘10 steps ahead’: diagnose ‘root causes’ versus treating symptoms and anticipate the impact to additional processes and/or systems.
§ Embody the Integritek brand by building productive relationships built on trust, patience and results with internal staff, customers and vendor partners.
§ Develop an in-depth knowledge base of your client’s technical infrastructure ecosystem, culture and communication preferences.
§ Keep customers informed of progress, changes and solutions in a timely and effective manner that exceeds expectations and is in alignment with their culture and communication preferences.
§ Maintain client specific documentation in Integritek’s systems according to standards and specifications.
§ Handle surprises by acting cool under pressure and use positive language to de-escalate situations.
§ Respect the client’s time and that of your team by efficiently exploring solutions and escalating when appropriate.
§ Self-motivated to solve the issue and can act independently to prioritize and manage multiple client issues at a time.
§ Insatiable appetite and willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning from teammates.
§ Flourish in a fast paced, deadline driven environment with teammates who are results oriented and fast thinkers.
§ Seek to overcome challenges and accept failure as an opportunity for improvement.
Technical Knowledge & Skills
This candidate will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to:
- Remote desktop support
- Windows Server (all versions)
- Various server environments
- Microsoft SQL
- Enterprise level network architecture
- Complex LAN/WAN environments
- Disaster recovery solutions
- Backup solutions and applications (Appassure, Veeam, etc.)
- Load balancing technologies
- VPN technologies
- Network security (Cisco, SonicWall, PFSense, etc.)
- Virtualization technologies (VMWare, Hyper-V, etc.)
- Microsoft Exchange / Hosted Exchange
- Various operating systems (Linux, MacOS, Windows)
- Encryption technologies (Bitlocker, Symantec, etc.)
- Active Directory
- Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.)
- Desktop applications
- Networking and configurations (Switching, routing, firewalls)
- Web technologies (XML, HTML, CSS)
- VoIP phone systems
Experience & Education
§ Preferred certifications include CompTIA A+, Network+, CCNA but are not required
§ 7+ years experience in a technical support, helpdesk, network support position
§ 5+ years experience working for a managed service provider or similar business
§ Degree valued but not required
§ A general understanding of our industry is expected; familiarity with IT management consulting services is helpful.
§ Adherence to all job-related practices, policies, and procedures.
§ Previous work experience and education that align with the requirements of the job as outlined above.
§ Reliable transportation and current auto insurance to travel 5% for onsite customer support.
§ Constant, quick, and accurate use of a personal computer, automation systems, and office equipment.
The Contributor Expectations outlined in this document are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified, nor do they constitute an employment contract. Like all other Integritek employees, you are an employee at will who can be terminated, with or without cause, at any time, at the option of either Integritek or yourself.
While performing the essential duties of this job, the employee may need to sit for prolonged periods of time to travel or work at a station equipped with a computer and phone. Motions such as bending, stooping, crouching, pulling, and pushing may occasionally need to be performed, as well as lifting items up to 10 lbs. Integritek is an Equal Opportunity Employer and may make reasonable accommodations to enable individuals with disabilities to perform the essential functions.