Support Engineer I

Overview

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 I 

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 I 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
• Troubleshoot and manage tier 1 client incidents/requests in a Service Desk environment
• Anticipate and/or escalate issues proactively to ensure quick response/resolution times
• Acquire and maintain knowledge of current support policies and methods of support delivery to provide accurate solutions to customers
• Adhere to ticketing processes and documents issues appropriately and in a timely fashion.
• Retrieve passwords from password tool
• Ensure compliance with Synoptek’s document security standards and policies
• Remain quality conscious via phone and email with both technical and non-technical customers
• Manage audience expectations by specifying actions and their expected timeline
• Ensure compliance with the company’s code of business ethics, standards, and policies
• Navigate between the amount of time spent on a ticket determining plan of action and escalating the issue to provide excellent customer service
• Use and contribute to resources such as the Knowledgebase in the Synoptek portal to aid in issue resolution and increase efficiency
• 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

Qualifications

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
• Microsoft role-based certification, A , Security , Network , ITIL Foundation certification or ability to obtain within 6 months of employment

Experience

• Customarily has at least 1 year of client engagement experience
• Customarily has at least 1 year of technical experience
• Experience troubleshooting issues with Windows & Mac Operating Systems, Microsoft Office Suite, and remote access.

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; final location is determined by business need. 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.