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    Technical Support Engineer II - Dallas, United States - The Purple Guys

    The Purple Guys
    The Purple Guys Dallas, United States

    2 weeks ago

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    Description


    The Remote Engineer 2 works as a member of the Reactive Service Delivery Team to provide support services to clients.

    The position is highly client-facing via phone, email, and remote assistance tools, and as such requires outstanding communication and client service skills.

    The Remote Engineer resolves workstation, server and network problem tickets, performs assigned project duties, and escalates to Dispatch as needed.

    This role may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.


    Reactive Service Delivery Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks.

    Essential Duties & Responsibilities

    Client Service

    Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional and patient manner
    Perform all duties with the goal of building and maintaining long-term client/vendor relationships
    Maintain exceptional client service, understanding client satisfaction and perception
    IT Service and Support Functions

    IT support services for clients' infrastructure, including clients' core business applications
    Acquire specific knowledge of the client and how IT relates to their business
    Develop in-depth knowledge of the service offerings and how they relate to clients' needs
    Participate in projects by performing assigned duties
    Perform other related technical duties as assigned
    Documentation, Reporting and SLA's

    Identify clients' needs and report to vCIO or Service Manager
    Update documentation for client configurations or processes
    Communicate managed services installation and maintenance with Centralized Services (CS)
    Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
    Report client concerns or complaints to Service Manager, VP Operations, and CXO
    Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
    Close tickets within 7 business days unless issue requires further delay as notated on the ticket
    Administrative

    Enter all notes and time worked on the appropriate service ticket
    Enter time worked on each ticket daily
    Submit time sheets on a weekly basis, due by Saturdays at 12P
    Qualifications

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.

    Core Competencies

    Ability to communicate and work effectively with end users over the phone and on-site
    Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
    Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
    Critical thinking and problem-solving skills
    Organized and detail-oriented
    Strong team player
    Technical Skills

    Windows workstation repair, maintenance, malware removal, and deployment
    Configuring network settings on workstations
    RDP client support
    Office 365 account and client support
    Server backup monitoring and maintenance
    Wireless connectivity for mobile devices and workstations
    Mobile devices - smartphones, tablets and laptops
    Exchange mailbox administration
    Active Directory account creation and management
    Network drive and printer mappings
    Diagnose network connectivity issues for workstations
    Education and/or Experience

    College or Technical degree preferred
    CompTIA certifications preferred
    Microsoft Technology Associate (MTA) preferred
    Language Skills

    Ability to communicate professionally, in English, both written and orally
    Ability to write business correspondence and process procedures
    Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
    Certificates, Licenses, Registrations

    Valid Driver's License

    #J-18808-Ljbffr
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