IT Support Engineer

Position Title: IT Support Engineer Reporting Manger: Service Manager Team: Managed Services Travel Requirements: Occasional onsite customer visits Status: Full-time Essence: This position is responsible for providing IT support to TAG Solutions end users and their IT environments. Including desktops, servers, network equipment and applications. The IT Support Technician should have a broad range of technical experience and, above all else, a Customer-first mindset. They will field both more complex break/fix incidents and end user issues in conjunction with system-wide configurations that require a deeper knowledge of servers, virtualization, and networking. This role is expected to successfully resolve the majority of support requests raised to them, managing their efforts around TAG Solutions SLA requirements. In addition to incidents, an IT Support Technician also performs maintenance, updates, and system upgrades for a multitude of customer environments. The key to success for a IT Support Technician is to maintain a proven level of proficiency with essential technical skills and to employ those with a passion for exceptional customer service in all interactions. Qualifications: Proven proficiency working with all Microsoft Operating Systems including latest server OS’s. Proven proficiency working with IP networking including firewalls, switches and wireless technologies. Proven proficiency working with VMWare Proven proficiency working with Remote Monitoring and Management Experience working with MS Office 365, Google Apps, Gmail, and anti-virus programs Experience working with Backup solutions For TAG proficiency means: You are capable and experienced, your skills can be demonstrated, and you are able to work independently with little help Professional Qualifications: Experience providing a high-level of customer service in a technical support environment Experience managing customer directly over the phones or via electronic communications Excellent verbal and written communication skills Experience documenting and managing technical requests Demonstrated ability to multitask and deliver IT support independently as well as with a team Detail oriented Do what-ever-it-takes attitude Responsibilities: Provide IT support to customers in accordance with the Support Playbook. Monitor inbound phone and ticket queues, responding within service level agreements Monitor queues for escalated tickets and respond within service level agreements. Provide clear and detailed ticket notes. Maintain and update documentation. Look for ways to reduce ticket noise to help our customers more efficiently. Contribute to a growing knowledgebase that all our engineers work from. Onsite support at Customer sites as required. Job Description Contribution to “Customer Obsession”: Providing customers with timely confirmation of the receipt of their issue, making them aware that we are “on it” Understanding that well-crafted notes and exceptional detail on tickets is the foundation for the customers issue to be handled correctly throughout its lifecycle Ensuring that the customers issue is completely resolved to their satisfaction Asking about and addressing any other needs that a customer has Desired Outcomes: Confirming receipt of, and beginning work on escalated cases within 30 minutes of creation Resolving 95% of cases with 30 minutes or less of total work time Resolving minimum 12 tickets/day Updating the case with exceptional notes whenever work is performed on a case, and taking the opportunity to call and send an update to the customer on the current status Escalated cases include enough detail for Tier III to work them without additional request for information Case details are tracked accurately and yield dependable and helpful reporting Job Type: Full-time Pay: $25.00 - $35.00 per hour Benefits: 401(k) Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance Application Question(s): This position requires travel to Customer sites. Are you located in or a short distance from of Albany, NY? Experience: Troubleshooting: 3 years (Preferred) Windows: 3 years (Preferred) Wolters Kluwer CCH: 1 year (Preferred) License/Certification: Drivers license (Required) Willingness to travel: 100% (Required) Work Location: In person