On-Site Support Engineer I - Redwood City

The On-Site Support Engineer I troubleshoots software and hardware problems for customers while taking full ownership of the problem until it is resolved.

Responsibilities

• Provide primarily on-site and occasional remote technical support for hardware, software, and networking issues ensuring minimal disruption to teaching learning and administrative functions
• Respond promptly to service requests tickets proficiently solving requests troubleshooting issues related to Windows macOS workstations printers projectors classroom technology smartboards Apple TVs network connectivity on end user devices administrative software platforms Google Workspace Microsoft 365 Mobile Device Management tools Mosyle VoIP telephones network connected cameras configure troubleshoot manage repair of end user devices Chromebooks Apple laptops deploy set up maintain devices equipment end users laptops iPads printers create deactivate end user accounts systems reset passwords Configure troubleshoot phones VoIP systems Maintain organized secure inventory school IT assets conduct regular system device health checks proactively identify address potential issues record service requests companys ticketing system when request made verbally escalate issues Engineer II further resolution cases where problem scope greater understanding unable solve document solution path within minutes attempt own resolve assigned tickets company standards monitor customer satisfaction escalating resolution did not create superior customer experience keep meticulous time records companys ConnectWise ticketing system work completed Document Share Analyze problems devise effective solutions formulate resolution plan Keep clients informed throughout process what done results next steps Verify solution still working warranted Ensure tickets documented completely facilitate clarity problem discovery Enter time ticket data throughout day work completed Follow documented processes accurately assist developing new documentation frequent tasks Keep open line communication Service Desk Manager Director Engineering Director Project Management Implement Projects Execute customer project work directed Service Desk Manager collaboration Director Project Management Manage third party vendors contractors occasionally serving primary contact Complete project documents specified project manager Attend pre-project meetings post-project analyses reviews needed Interact customers sites planning coordinating successful project delivery Meet beat planned time engineering work projects quote scope Keep active contemporaneous records time spent task preparation completion Travel locally customer sites needed work evenings weekends holidays occasionally minimal customer disruption Qualifications Experience years technical support helpdesk role years troubleshooting various IT solutions Google Workspace Microsoft Windows Mac operating systems years configuration operation Mobile Device Management systems Jamf School Pro Meraki Systems Manager Mosyle years configuring supporting maintaining cloud-based phone systems VoIP devices specifically Zoom Experience managing working third party vendors contractors preferred Experience overseeing installation security camera solutions Verkada preferred Experience supporting users educational environments strongly preferred Abilities Attributes Fluent technical troubleshooting problem solving Basic understanding networking concepts IP addressing DHCP Wi-Fi troubleshooting Familiarity experience VoIP Zoom security cameras Verkada projector mounting configuration switch cabling cable troubleshooting mass deployment end user devices Strong verbal written communicator keen eye detail commitment high-quality work Strong listening skills curiosity ask questions action-oriented problem-solver deliver fast-paced environment superior organizational skills manage prioritize drive deadlines Takes initiative close open loops service skills customer experience Exceptional record accounting actions results SLAs time tickets Ability travel multiple days week car reliable transportation customer sites San Francisco Bay Area Able lift equipment weighing pounds Certifications CompTIA A+ CompTIA Network+ Classification Compensation Reports Director Engineering Hourly full-time Salary Range: $67 - $100 per year How Apply submit resume lieu cover letter compose answer question limit response page You on-site school teacher urgently asks help projector wont display anything right before class starts You have another high-priority ticket were just about walk through exactly what do moment teacher stops you until problem resolved handed off No direct emails phone calls please Assumes Redwood City market Geographic differentials will applied candidates residing markets outside KT headquarters location Paid time off match medical insurance commuter benefits remote arrangements other benefits perks part this role KT equal opportunity employer All qualified applicants receive consideration employment regard age ancestry color family medical care leave gender identity expression genetic information marital status medical condition national origin physical mental disability political affiliation protected veteran status race religion sex including pregnancy sexual orientation characteristic protected applicable laws regulations ordinances KT only consider candidates existing authorization USA sponsorship considered If need assistance reasonable accommodation due disability application recruiting process please send request Include Last Name First name: In subject line Seniority level Mid-Senior level Employment type Full-time Job function Engineering Information Technology Industries Computer Networking Products>

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  Job description

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