Job description
Overview:
The Support Engineer II is responsible for serving as the first line defense for Synoptek clients. Every Engineer is measured on completed tickets, resolution met, CSAT (customer satisfaction) and ticket utilization set forth by their direct manager.
EEO Statement
Synoptek
We think globally, act locally. As a Managed Services Provider, Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, results growth, and clarity.
Responsibilities:
Support Engineer II
This is an amazing opportunity to work within one of the fastest growing Managed Services Providers. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. We foster a fun and connected environment with employee benefits extending beyond general compensation and into company sponsored events and an invested culture of learning.
The Support Engineer II is responsible for serving as the first line defense for Synoptek clients. Every Engineer is measured on completed tickets, resolution met, CSAT (customer satisfaction) and ticket utilization set forth by their direct manager.
Duties and Responsibilities
- Triage and assign tickets to the appropriate resource
- Actively listening to and engage with clients
- Use advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more
- Retrieve passwords from password tool
- Ensure compliance with Synoptek’s document security standards and policies
- Ensure compliance with the company’s code of business ethics, standards, and policies
- Remain quality conscious via phone and email with both technical and non-technical
- customers
- Use analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more
- Evaluate the issue to determine the problem and identify the source and possible solutions
- using critical thinking skills
- Draw connections between various aspects of a problem, and propose viable solutions that
- have been tested
- Navigate between the amount of time spent on a ticket determining plan of action and
- escalating the issue to provide excellent customer service
- After solving an issue, review the troubleshooting to achieve more efficiency in the future
- This job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice
Education
- Bachelor’s degree in related field from an accredited college or university
- In lieu of undergraduate degree, the ratio is 1:1 - meaning one year of college equals one year of work experience and vice versa
- MCP, A+, Security+, Network+ Certification or ability to obtain within 6 months of employment
Experience
- Customarily has at least 2 years of customer facing project management and client engagement experience
- Customarily has at least 2 years of technical experience
- Experience troubleshooting issues with Windows & Mac Operating Systems, Microsoft Office Suite, remote access, MS terminal services, Citrix XenApp clients and VMware, preferred
- Experienced in deploying OS installation via scripted, unattended methods, Ghost, Sysprep, and other imaging methods, preferred
- Experience with Mac Operating Systems, Windows XP/Vista/7/10 and Windows 2003/2008/2012, Citrix XenApp server and client, Exchange 2003/2007/2010, Active Directory, Hardware Firewall/Router (Configuration, maintenance and troubleshooting) and/or VMware ESX 4/5/5.5, preferred
Skills/Attributes
- Synoptek core DNA behaviors:
- Clarity: Possesses excellent communication skills, makes a concentrated effort to speak the customers language. Ability to field questions with concise, well-constructed responses
- OwnIT: Shows integrity, innovation, and accountability in completing daily assignments
- Results: Solutions focused and driven to resolve conflict quickly and precisely. Proactively looks for opportunities to contribute to the company’s business goals
- Growth: Willing to learn and ask questions. Constantly looking for new ways to improve yourself. Ability to adapt and grow in a fast-paced environment
- Team: Embraces both customers and colleagues as team members. Ability to be flexible, respectful, engaged and collaborative
- Ability to provide basic end user support in an enterprise environment
Working Conditions
We live by the motto ‘work hard, play hard’ and strive to support our employees in both their professional and personal goals. We believe that by hiring the right people, leading process improvement, and leveraging technology, we achieve superior results.
Work is performed primarily in an office or remote environment. May be subject to time constraints and tight deadlines. May require occasional travel.
EEO Statement
We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.
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