Associate Engineer

Our US Partner Client is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.

As an Associate Engineer, you will be the first line of communication with the client and responsible for the accurate creation/updating of their technical ticket. You will also be tasked with working diligently to coordinate clients returning calls with the engineer if available to assist immediately when possible.

This is a full-time role, on a US shift and on a Work in the office set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

Duties And Responsibilities

• Communicate with customers through various channels in a timely fashion, with a courteous, positive, empathetic and professional manner. Communication channels include, but are not limited to: Phone, Email, and Chat
• First response and initial triage of customer presenting issues, troubleshooting single user/system impacting tickets immediately, collecting information. Asks clarifying questions to ensure full understanding of client concerns and accurately enter data into the clients tools.
• Escalating tasks to engineers based on time or skill requirements when necessary
• Responsible for daily assignment of service incidents/requests from both client engineers and customer points of contact
• Develop an in-depth understanding of the clients products as they integrate into corporate infrastructure
• Responsible for completion of specific designation of tasks to resolve as quickly as possible at the time of creation
• Assign support tickets to the appropriate engineering resources
• Promptly and accurately codes Catch All cases submitted via email
• Working with client requests to code, assign and facilitate completion during times where direct client interaction via phone is not required
• Ensuring focus is on both issue resolution and providing world class service and working directly with clients to expedite prompt resolution/escalation and effective, robust communication and case status
• Resolution of incidents/requests related to, but not limited to the following: Single User Mail Application/Office 365 issues, Time Sensitive user impacting incidents, Password Resets, Network Printer Issues, Hardware/Peripheral Setups
  
  

Qualifications

• At least 3 years of relevant experience as a technical support or desktop/server support experience
• Experience with troubleshooting network configuration and hardware issues
• Knowledge and experience with Microsoft Server and Workstation Technologies
• Strong problem-solving skills with the ability to prioritize and coordinate tasks
• Ability to articulate technical information and convey to non-technical people
• Excellent customer service skills
• Ability to follow previously documented process while notifying management of variables that have not been clarified
  
  

Other Preferred Technical Knowledge

• Experience with Microsoft Windows OS
• Experience with Apple OS
• Experience with monitoring and remote management tools
  
  

Preferred Certifications

• A+ Certification