Location(s): Atlanta, Georgia, United States ⋅ Georgia, United States
Experience Level(s): Junior ⋅ Mid Level ⋅ Senior
Field(s): Customer Success & Support
Workplace Type: Remote
Job Description
SUMMARY OF JOB PURPOSE
The I.T Support Technician supports the company’s IT department by troubleshooting and resolving all Tier 1 and Tier 2 IT support requests assigned to the CST (Customer Success Team) by the EMSD (Engle Martin Service Desk) ticketing system. The support technician must be aware of any consistent, repetitive issues that may require more investigation, escalation, and/or permanent solutions. In general, the incumbent must possess intermediate knowledge to troubleshoot basic to advanced hardware and software problems and must also possess the ability to convey complex technical concepts in a non-technical, user-friendly way.
PRIMARY JOB RESPONSIBILITIES
Offers technical support to both internal and external Team Members through existing phone and email systems to solve Tier 1 and Tier 2 technical problems. Presents complex technical information and solutions to non-technical audiences.
Resolves assigned support incidents and tasks within the established SLA parameters.
Creates, maintains, and terminates user accounts such as Active Director, Box.com, Office365, AT&T, GFI, CRM, MAS, and Xactimate. Ensures auditing requirements are being followed for user access.
Possesses intermediate understanding of networking principles to troubleshoot and resolve network connectivity issues such as printing/scanning, LAN, WAN, wireless, VPN, and Remote Desktop issues.
Configures and ships equipment for new users and/or users due for an upgrade. Removes and backs up local data as well as ensuring equipment is returned or reassigned from terminated users.
Maintains the FAS (FAS Premier Tracking Asset Inventory) system; ensures enough IT inventory is maintained to support the company.
Keeps all laptops and desktops current with the Sophos Anti-Virus Administration Kit including running weekly virus database updates and scans.
Basic administrative duties including, but not limited to supplying proper documentation and/or user guides for applications, answering the helpdesk phone line, answering the IT door, receiving parcels and shipping IT inventory, maintaining various organizational spreadsheets, and general support.
Assists with training Associate Customer Success Engineer(s) with functions that are more complex.
Collaborates with Systems Engineer and Network Administrator on additional special projects.
Provides emergency support during the accepted on-call schedule during weekends and weekdays. On occasion, participation may be required in the design, testing, and implementation of new or redesigned applications and/or processes which may require working after normal support hours.
Maintains working knowledge of hardware/equipment including HP laptops and desktops, Planar monitors, HP docking stations, Olympus digital recorders and transcription pedals, HP printers and scanners, Lanier Scanner/Copier/Printer, Sharp Scanner/Copier/Printer, Polycom VOIP phones, Pitney Bowes postage machines, and various projectors. Also maintains a basic knowledge of Apple, Android, Windows, and Blackberry mobile operating systems for VPN on mobile devices.
Working knowledge of software/applications including Windows XP/7/10, Internet Explorer, Microsoft Office, AdobeX, Microsoft Office365, Microsoft CRM, Xactimate, Riskmaster, Sharefile, Olympus, Cisco, VPN Clients, Sophos Anti-Virus, GFI Fax, ThinPrint, Eyebeam, Pitney Bowes PC Meter, and internal applications such as Digital Dictation, Photo Report Application, and DTE.
Establishes and maintains positive working relationships with other members of the organization across departments, divisions, and locations.
Maintains the confidentiality of proprietary and sensitive information, exercising sound judgment and discretion in any disclosure of information related to EM and its endeavors.
Upholds the values of Engle Martin and Our Foundation.
REQUIRED EDUCATION & EXPERIENCE
2-4 years of recent help desk experience
2-4 years of PC Hardware, Windows XP, 7, and Window 10 experience preferred
DESIRED KNOWLEDGE, SKILLS & ABILITIES
Thorough skill set in Microsoft Office Suite (including but not limited to Word, Excel, PowerPoint, Outlook, and SharePoint)
Keyboarding skills (including speed and accuracy)
Sound written and verbal communication skills with the ability to clearly and succinctly articulate concepts and findings
Basic mathematical skills
Ability to operate standard office equipment
Intermediate data extraction skills for analysis and reporting purposes
Time management and organization skills
Excellent customer service skills
Detail-oriented, and the ability to research, investigate and problem solve
Team-oriented work style
Commitment to professional and personal growth and development
Trustworthiness, integrity, and personal accountability and adherence to standards of ethical behavior and professional conduct
WORKING CONDITIONS
Work is conductedprimarily in anindooroffice environmentwithprotectionfromweather conditionsandwithexposure tonoise typical ofanoffice or administrative setting.
PHYSICAL ACTIVITIES AND REQUIREMENTS
Require to be on call from 6pm – 9pm EST on weekdays and 9am – 6pm on weekend. Lifting and carrying up to 30 lbs.; Frequent sitting, standing, walking, and bending; occasional kneeling, reaching, and stooping; handling office equipment; periodic driving may be required; visual acuity to prepare, read, and organize detailed hard copy and electronic documents; ability to speak and to hear the spoken word in normal face-to-face, web-based, and telephonic business communications. Willingness to accommodate occasional meetings and work activities that may be scheduled after normal daytime business hours.
Engle Martin is an Equal Employment Opportunity (EEO) employer. We are committed to building, growing, and sustaining a diverse and equitable workforce while promoting Our Foundation and core values. We embrace a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences. We support, respect and value every individual’s unique opinion, beliefs, and abilities to better serve our clients, trading partners, workforce, and communities.