Job Summary:

The Support Engineer role provides remote technical support in a professional manner to end user clients. The engineer is responsible for ensuring that the end-user relationship is managed through proactive communications by providing rapid response technical support. They resolve customer & technical issues and close tickets efficiently. They are accountable for end-user satisfaction and collaborating with other engineers and/or managers to make sure that high-level support is provided to all the customers in a timely fashion.

Daily Tasks:

Answer company inbound support calls & incoming support tickets Transportation to travel to clients for on-site support Appropriately communicate through support tickets, phone, text and chats Address customer's technical support needs, handle, route or escalate tickets accordingly Use Atera RMM, Ticketing System & other technical tools to resolve problems/issues Follow documented company procedures and create new documentation, as necessary Work independently on tickets or projects & collaborate with engineers and/or manager Common sense during troubleshooting process & be fully aware of all systems being impacted during changes Research and test, as need, to accomplish fixing issues, end-goals and/or projects Self manages time, prioritizes tickets appropriately and completes projects in a timely fashion Excited to learn and grow technically and think outside the box

Skills & Responsibilities:

Verbal and written English communication skills. High school diploma, equivalence & relevant IT Certifications Professional customer service skills, good oral, listening and written communication skills Ability to interpret end-user description of problems, troubleshoot and provide solutions, summarize and document note findings in Atera ticketing system Working knowledge of endpoint operating systems, desktop & network support Diagnose, troubleshoot endpoint clients, servers, VMWare, switches, routers & firewalls, ISP connection issues Experiencing with contacting other vendors and working with support on fixing customer issues Working knowledge of

Atera RMM:

Monitoring & Patch Management Working knowledge of different Mobile Device Management (MOM) Comfortable with Microsoft Active Directory and PowerShell scripting Working technical proficiency with 0365 environment: Teams, Exchange, SharePoint & Azure AD Technical working knowledge with: 0365, VMWare, AWS, Cisco Meraki, Cisco Umbrella, Sophos Central, Synology DSM & Dell Equallogic SAN, etc. Firewall, routing & switching experience would be a plus with the following: SonicWALL, FortiGate, Cisco Meraki, HP Aruba, Dell Switches, etc.

Requirements:

Computer, 2 Monitors, FN Security Tools, consistent physical internet connection & backup internet line, if not consistent Constant availability during working shift hours (8am - 5pm CST) No background noise during phone and/or video calls with clients Available during the shift for technical support and collaboration Available for Daily Updates with Manager and/or Team at the beginning & end of the shift

Pay:

$40,000.00 - $60,000.00 per year

Benefits:

Paid time off

Work Location:

Hybrid remote in Highland Park, IL 60035