Support Engineer III

Description

Role Purpose:

Support Engineer III is the last escalation point for the Support Service team. The Support Engineer III keeps our operational customer environments running and updated. This role follows the documented procedures for support, customer environment updates, and maintaining ticket SLA.

Responsibilities

• All time is documented daily (activities, projects, tickets) in the moment of doing said task in ticketing system
• In progress tickets should be handed off and documented before the end of shift
• Monitor the ticket gateway and designated queues
• Act as final escalation point for the Support Service team
• Handle ISP and Vendor calls for downed services
• Document new customer findings by creating or updating articles in IT Glue
• Create new articles when service or task is not documented
• Exemplify leadership qualities by mentoring and helping the Level I and II Engineers
• Building client rapport during onsite assignments (via in person troubleshooting for relevant issues, site walk throughs, face time, etc.)
• Travel up to 25-50% when assigned

Expectations

• Maintain established call and ticket SLAs as defined by Manager
• Maintain established CSAT score as defined by Manager
• Timesheet for current week submitted by end of shift Friday
• Work and document established billable hours each week
• Available for on-call weeks and all hands on deck outages
• Annual goals and objectives in HRIS (Human Resources Information System) and reviewed quarterly

 Technical Proficiencies

• Ticketing software - Incident management, time allocation, projects, and opportunities
• Remoting into systems, create and push scripts and run action creations
• Active Directory - Advanced knowledge in enterprise operational support from domain controllers down to user creation
• Microsoft Windows/Servers - Advanced knowledge of MS Windows (physical and virtual)
• Microsoft Services and Network Equipment - Installation, troubleshooting and ongoing training
• O365 Administration - User creation and license assignment
• Virtualization - Advanced knowledge in enterprise operational support for all Microsoft on-prem technologies (server patching, exchange patching, and maintenance)
• Networking - Advanced knowledge of network troubleshooting skills, ability to identify VLAN, DHCP, DNS and circuit issues
• Firmware/patching for servers, storage devices, fabric, networking devices and workstations with an understanding of proper redundancy when application outages will occur
• Expert proficiency with central repository for project documentation
• Maintain advanced knowledge of technical infrastructure (servers, network, applications, etc.) for specific assignment(s)
• Software as assigned