Support Engineer I
21 days ago
De Pere
Job Description Your Impact: The Support Engineer I position is responsible for addressing first-level support requests in a professional and timely manner. This encompasses support for typical small to medium business technologies, including workstations, servers, printers, networks, cloud environments, as well as any client-specific hardware and software. An ideal candidate creates and maintains the best quality documentation every time they perform their work, and does their best to solve client issues on the first attempt. When escalating issues, their notes are complete and concise with actions taken, recommended next steps, and all details that are pertinent to dependable solutions that stop recurrent challenges. All candidates shall continually demonstrate dependable work ethics, proactive communication, a strong sense of teamwork, and high-quality written communications and documentation, notes, and time entry. Key metrics for this position include service multiple of wages, service gross margin, time entry accuracy, and client documentation quality scores. Core Functions: • Perform basic troubleshooting and IT support for client line-of-business software and hardware, our various offered technology solutions, and commonly found applications utilized by small-medium business workers on their information technology systems., • Perform basic troubleshooting and IT support for issues and management tasks involving Microsoft's core applications such as MS Office, Teams, OneDrive, SharePoint, other Microsoft 365 suiteapplications, etc., as well as Microsoft’s desktop and server operating systems.• Perform basic troubleshooting and IT support for server and cloud infrastructure technologies such as on premises Active Directory, Entra ID (Azure AD), Exchange (M365), SQL Server, Intune, Group Policy, Azure Hosting, Mobile Device and Application Management, Windows Defender, etc., • Perform basic troubleshooting and IT support on various aspects of a small-medium business IT network: WAN and LAN connectivity, VLANs, routers, firewalls, access points and wireless controllers, working with ISPs and VoIP phone systems, and networking protocols such as DNS, DHCP, NTP, etc., • Perform basic troubleshooting and IT support on remote access solutions such as Virtual Private Networks, Remote Desktop Services, Azure VDI, and various similar remote access tools., • Performing basic recovery steps for backup and disaster recovery solutions., • Provide basic end user administration tasks, troubleshooting, and assistance., • Communication with clients and colleagues as required: keeping them informed of incident progress, notifying them of impending changes and agreed maintenance windows and outages., • Perform onsite client office visits and participate in project deployments during and after business hours on an as-needed basis., • Participate year-round in the weekly on-call rotation to provide afterhours emergency support to clients. Additional Duties and Responsibilities: • Understand processes in our various tools by completing assigned training materials., • Fast and accurate turnaround of all requests with all work notes, time, and expenses logged in the PSA in real time as they occur., • Update client documentation as needed during service ticket time entry., • Enter all hours worked against service tickets and charge codes in PSA., • Work through a daily schedule in PSA tool that has been established through the dispatch process., • Escalate service issues that cannot be completed within agreed service levels., • Document internal processes and procedures related to duties and responsibilities., • Have a security-focused mindset in all work to help secure all business data., • Attend staff meetings as required., • Earn all assigned certifications and continually develop yourself., • Continually improve client service, perception, and satisfaction., • Review relevant publications and online materials to remain up to date with current and future trends emerging in the industry Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. • Proficient understanding of the items covered throughout the Core Functions section., • Diagnostic skills for technical issues., • Maintain specific knowledge of clients and how IT relates to their business needs., • Understand our support tools, techniques, and how technology is used to provide services., • Understand our organization’s key offerings for which support is being provided., • Proficient with general office applications., • Skill in preparing written communications and materials., • Interpersonal skills such as verbal communication skills, active listening, and client care., • Ability to work in a team and communicate effectively., • Typing skills to ensure quick and accurate entry., • Self-motivated with the ability to work in a fast-moving environment. Educational/Vocational/Previous Experience Recommendations: • 1 year of IT help desk experience Our values define, drive, and focus us. We are committed to these 4 principles. -\tDependable – following through on commitments -\tTeam Player – having each other’s back -\tHelpful – solving people’s problems and making them happy. -\tContinuous Improvement - finding a way to do everything betterSkyTide Group empowers growth-focused businesses with unparalleled IT services. Serving the local markets of Edwards, Colorado, Denver, Colorado and Green Bay, Wisconsin, as well as businesses across the United States, we deliver tailored solutions that drive client success.\r\n\r\nOur values define, drive, and focus us. We are committed to these 4 principles. \r\n•\tDependable – following through on commitments\r\n•\tTeam Player – having each other’s back\r\n•\tHelpful – solving people’s problems and making them happy.\r\n•\tContinuous Improvement - finding a way to do everything better