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Position Summary:

A Support Engineer is responsible for providing first level support to end users on IT related support requests.  This role must demonstrate superior communication and organizational skills to respond to diverse and sometimes urgent needs. It is expected that all client interactions will be done with  “white glove” customer service. 

A Support Engineer will work closely with other technical resources and Management to ensure timely resolution or escalation of incoming service issues.  A Support Engineer must be able to understand technical issues related to Microsoft’s core business applications and operating systems, backup devices and software, workstation and server hardware and clearly communicate the problem in both verbal and written forms.  

 

Position Duties:

  • Work with end users to resolve It related support requests
  • Perform assigned Change requests
  • Resolve assigned proactive and maintenance tasks
  • Answer incoming service phone calls while working on the Service Desk
  • Proactively communicate with customers as required, by keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Escalate advanced and time sensitive issues on an as needed basis
  • Improve customer service, perception, and satisfaction
  • Document maintenance for all computer systems and network infrastructure
  • Work in a team and communicate effectively
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
  • Document internal processes and procedures related to duties and responsibilities
  • Responsible for entering time and expenses as it occurs

 

Required Technical Proficiencies:

  • CompTIA A+
  • Network+
  • Microsoft Certified Professional (MCP)
  • OSX troubleshooting
  • Security software such as Anti-virus, Anti-SPAM, Anti-Spyware
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University

Base Requirements:

  • Qualified candidates must have a minimum of 3 years' experience working in a like role or 1 years of experience working in Managed Services
  • Entech works in the education sector. A qualified candidate must be able to pass an FBI-Level background check.
  • A qualified candidate will have a clean driving record and be insurable under Entech's automobile policy.

Please submit resumes and cover letters to [email protected]