IT Support Engineer

Palmetto Technology Group, Inc.

Greenville, SC

Full-Time

Job Description

Company Info

Job Description

Essential Duties and Responsibilities: The Quick Fix Engineer’s purpose is to be the first connection to PTG for our customer’s needs. A successful quick fix engineer will answer phone calls quickly, perform consistent and thorough technical triage, solve MSP and CSP customer IT problems efficiently, and escalate tickets as needed swiftly with technical information included for the following engineer and correct data entry into ConnectWise Manage. Quick Fix engineers consistently and correctly support Windows OS, Office 365 and line of business applications.

Perform related duties as assigned by supervisor
Maintain compliance with all company policies and procedures
Job Performance Metrics
- >50 Tickets Closed per Week
- <30 Minutes Average Ticket Time
- >70% 1 Touch Ticket Closure
- >70% Same Day Ticket Closure
- >65% PTG Ticket Closures as a Quick Fix Team
- <1% High Touch Tickets (defined by tickets closed with 6 or more time entries at closure)
- >97% Customer Satisfaction

Education and/or Work Experience Requirements:

Experience with Microsoft Networks, basic firewall experience, basic understanding of networking, workstation setup and installation, print management, integrating cloud technology, network and endpoint security, TCP/IP protocols, basic Active Directory and Group Policy management, PowerShell, technical process and procedure documentation
Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
Excellent computer proficiency (MS Office – Word, Excel and Outlook)
Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
High school diploma or GED required
Associate degree preferred

Physical Requirements:

Ability to safely and successfully perform the essential job functions including meeting qualitative and/or quantitative productivity standards.
Ability to maintain regular, punctual attendance
Must have a valid driver’s license