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    Internal Support Engineer - Lima, United States - PERRY proTECH

    PERRY proTECH
    PERRY proTECH Lima, United States

    3 weeks ago

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    Description

    Job Description

    Job Description

    Have you ever wanted to be an Employee Owner? We are looking for a motivated and qualified individual to join our team as an Internal Support Engineer

    As an Internal Support Engineer, this person is the first point of contact for clients seeking technical assistance over the phone, email, or ticketing system. This individual will determine and implement the best solution based on the issue, details provided by clients, and in accordance of priority and documented procedure. The Internal Support Engineer must demonstrate a strong level of client service as they will be assisting end users who are seeking resolution to technical issues.

    ESSENTIAL FUNCTIONS:

    Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

    • Maintain, deploy, and decommission end user devices and servers
    • Perform remote and onsite remediation through diagnostic techniques and pertinent questions
    • Respond to internal client requests for technical assistance in person, via phone, email, or text in a professional and courteous manner
    • Research issues to identify and implement appropriate solutions to technical issues in accordance with documented call center procedures
    • Troubleshoot, problem solve, and coordinate warranty work for broken equipment with vendors
    • Recognize and escalate issues when additional skillsets are needed
    • Communicate and interact with clients, service, sales, and administrative staff in a courteous and professional manner
    • Prepare equipment for internal client onboarding and offboarding
    • Log all internal and external client interactions, noting troubleshooting work, resolution, or escalation
    • Inform the manager of recurring issues
    • Follow up with users to complete the resolution and ensure client satisfaction
    • Provide training to end users on installed products
    • Maintain detailed product knowledge of all supported products and solutions to support all aspects of our product offerings
    • Assist co-workers seeking resolution to technical issues and on assigned special projects as needed
    • Assist with equipment purchasing and receiving, inventory, asset tracking, and recycling as needed

    GENERAL REQUIREMENTS:

    • Excellent customer service skills
    • Excellent time management abilities and attention to detail
    • Excellent interpersonal, active listening, and presentation skills
    • Procedure-driven with advanced analytical and problem-solving skills
    • Ability to follow standard call procedures, processes, and policies to perfection
    • Ability to communicate technical concepts to a broad range of staff
    • Accepts responsibility and is accountable for high-quality results
    • Self-motivated, flexible, and take initiative
    • Excellent verbal and written communication skills
    • Prioritize customer service and client satisfaction
    • Present yourself in a professional and courteous manner as a representative of PERRY proTECH
    • Uphold and embody PERRY proTECH core values at all times
    • Abide by PERRY proTECH policies and procedures outlined in the Company Handbook
    • Self-motivated, flexible, and take initiative
    • Excellent verbal and written communication skills
    • Prioritize customer service and client satisfaction
    • Present yourself in a professional and courteous manner as a representative of PERRY proTECH
    • Uphold and embody PERRY proTECH core values at all times
    • Abide by PERRY proTECH policies and procedures outlined in the Company Handbook

    WORK ENVIRONMENT:

    The Internal Support Engineer must be able to travel to other branches and client locations to provide support as well as for training purposes.

    QUALIFICATIONS:

    • Associate degree or equivalent with a demonstrated successful work history
    • Field Engineer FE Grade 2
    • MCSE or equivalent experience is a plus
    • Proven experience in a help desk or customer service support position
    • Implementation or technical support background
    • Must be able to lift up to 75 lbs
    Company DescriptionPERRY proTECH is recognized as a leading provider of business technology solutions and products throughout Ohio, Indiana, and Michigan. Since our founding in 1965, PERRY proTECH has evolved with customer needs and adapted as technology progressed. Our mission is to help our clients achieve a competitive advantage by maximizing the integration of technology with business needs. PERRY proTECH manages relationships with multiple technology manufacturers so we can source a range of options to help our customers find the best solutions. We are 100% Employee-Owned. Every employee thinks and acts like an owner because they are one. Our employee-owners are committed to solving our clients' challenges with custom solutions that drive efficiency and cost-effectiveness. Join our team of talented employee-owners in transforming business operations with expertise and innovation

    Company Description

    PERRY proTECH is recognized as a leading provider of business technology solutions and products throughout Ohio, Indiana, and Michigan. Since our founding in 1965, PERRY proTECH has evolved with customer needs and adapted as technology progressed. Our mission is to help our clients achieve a competitive advantage by maximizing the integration of technology with business needs. PERRY proTECH manages relationships with multiple technology manufacturers so we can source a range of options to help our customers find the best solutions. We are 100% Employee-Owned. Every employee thinks and acts like an owner because they are one. Our employee-owners are committed to solving our clients' challenges with custom solutions that drive efficiency and cost-effectiveness. Join our team of talented employee-owners in transforming business operations with expertise and innovation
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