Engineer Jobs in Menands, NY

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4d ago

IT Support Engineer

TAG Solutions Menands, NY

Menands, NY

4d ago

$25 - $35/hr Full time Cloud Platforms Customer Support End User Support

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Job Description

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

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