IT Support Engineer

IT Support Engineer at TAG Solutions in Menands, NY (onsite) provides end-user IT support across desktops, servers, network equipment, and applications, with a customer-first mindset, incident management, and maintenance and upgrades to support customer environments while meeting SLAs.

Responsibilities

• Provide IT support to customers in accordance with the Support Playbook.
• Monitor inbound phone and ticket queues, responding within service level agreements.
• Monitor queues for escalated tickets and respond within service level agreements.
• Provide clear and detailed ticket notes.
• Maintain and update documentation.
• Look for ways to reduce ticket noise to help our customers more efficiently.
• Contribute to a growing knowledgebase that all our engineers work from.
• Onsite support at Customer sites as required.

Requirements

• Minimum 1 year of IT support experience.
• Proven proficiency working with all Microsoft Operating Systems including latest server OS’s.
• Proven proficiency working with IP networking including firewalls, switches and wireless technologies.
• Proven proficiency working with VMware.
• Proven proficiency working with Remote Monitoring and Management.
• Experience working with MS Office 365, Google Apps, Gmail, and antivirus programs.
• Experience working with Backup solutions.
• Experience providing a high level of customer service in a technical support environment.
• Experience managing customers directly over the phones or via electronic communications.
• Excellent verbal and written communication skills.
• Experience documenting and managing technical requests.
• Demonstrated ability to multitask and deliver IT support independently as well as with a team.
• Detail oriented.
• Do what-ever-it-takes attitude.

Technologies

• Windows
• Windows Server
• Firewalls
• Switches
• Wireless technologies
• VMware
• Remote Monitoring and Management
• Office 365
• Google Apps
• Gmail
• Antivirus software
• Backup solutions
• Wolters Kluwer CCH

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Job Description

• Providing customers with timely confirmation of the receipt of their issue, making them aware that we are on it
• Understanding that well-crafted notes and exceptional detail on tickets is the foundation for the customers issue to be handled correctly throughout its lifecycle
• Ensuring that the customers issue is completely resolved to their satisfaction
• Asking about and addressing any other needs that a customer has

Desired Outcomes

• Confirming receipt of, and beginning work on escalated cases within 30 minutes of creation
• Resolving 95% of cases with 30 minutes or less of total work time
• Resolving minimum 12 tickets/day
• Updating the case with exceptional notes whenever work is performed on a case, and taking the opportunity to call and send an update to the customer on the current status
• Escalated cases include enough detail for Tier III to work them without additional request for information
• Case details are tracked accurately and yield dependable and helpful reporting

Application Question(s)

• This position requires travel to Customer sites. Are you located in or a short distance from of Albany, NY?

Experience

• Troubleshooting: 3 years (Preferred)
• Windows: 3 years (Preferred)
• Wolters Kluwer CCH: 1 year (Preferred)

License/Certification

• Driver's license (Required)

Willingness to Travel

• 100% (Required)

Work Location

• In person

Job Type

• Full-time

Pay

• $25.00 - $35.00 per hour