Support Engineer

Description: EDNETICS IS THE TEAM TO JOIN – We provide a CAREER, NOT just a BONUS! Competitive Salary Incentive Program Company Paid Medical, Dental and Vision Insurance for Employee. Company subsidized for dependents. Company Paid Life and Disability Insurance Voluntary Life, Critical Care and Accident Insurance Paid Time Off Paid Company Holidays Employee Assistance Program Onsite Fitness Center / Gym Membership Reimbursement Easy Parking and Excellent Facilities Team Building Activities LAN Parties and Raid Nights The Support Engineer is an intermediate position within Ednetics' Managed Services Team, focused on enhancing and sharing technical expertise. This role involves managing a queue of support cases, assisting with Managed Service Project onboardings, and successfully troubleshooting more complex issues related to Network, Collaboration, Data Center, and Physical Security systems. Support Engineer team members act as escalation points for Support Technician team members, document new and existing processes and procedures, and understand aspects of Ednetics' technical solutions across all lines of business. They begin to develop a growth path toward a specific IT specialty within Ednetics. They strive to be trusted communicators with customers and team members and augment the team by providing advanced technical support and mentorship. Requirements: Essential Duties and Responsibilities Contribute to the organization’s goals by providing the highest quality of service, treating each person professionally with warmth, courtesy, and respect, and making a personal effort to make customers feel they are a valuable partner and essential to Ednetics' success. Close support cases efficiently and effectively, ensuring customer satisfaction. Answer the support line and monitor the support inbox; create and process all types of tickets. Participate in the on-call rotation; follow all maintenance and outage procedures. Act as an internal escalation point for the Managed Services team in areas of expertise. Maintain on-call availability for after-hours Support escalations and Managed Services priorities. Assist with documentation related to Managed Services and Support cases, processes, and best practices. Successfully assist with Managed Services Projects by configuring and deploying select projects. Consistently deliver Ednetics Managed Services projects and documents on time or ahead of schedule. Contribute to team meetings. Leverage continuing education opportunities to facilitate and foster personal and professional growth. Understand aspects of Ednetics' technical solutions across all lines of business while beginning to develop a growth path toward a specific IT specialty within Ednetics. Mentor and support Technician team members to promote knowledge sharing and skill development. Home office opportunities may be present up to 40% of the position's schedule with reliable home office internet service. ADA Notice: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Performance Standards Contribute to the organization’s goals by providing the highest quality of service, treating each person professionally with warmth, courtesy, and respect, and making a personal effort to make vendors feel they are valuable partners and important to Ednetics' success. Possess excellent people and communication skills, both written and verbal. Be resourceful and flexible to job needs. Demonstrate troubleshooting expertise and proven technical ability. Exhibit strong analytical, critical thinking, and problem-solving skills. Possess a strong, diligent, motivated, and committed work ethic, constantly making an extra effort. Consistently and reliably meet or exceed project deadlines and complete assigned tasks. Supervisory Responsibilities None required. Desired Skills and Abilities Demonstrate proficiency in NetSuite, including the ability to manage cases and track time effectively. Understand Customer Support and project processes. Demonstrate strong proficiency in the Microsoft Office suite, including Outlook, Word, Visio, and Excel. Continually work to learn business best practices and team processes. Follow Managed Services Team procedures and best practices in completing assigned responsibilities. Act in a professional manner, always showing good judgment and integrity. Maintain a strong work ethic, including diligence, motivation, commitment, and consistently making extra effort. Welcome and accept constructive feedback from both management and co-workers. Be a reliable team member who can meet or exceed deadlines and complete assigned tasks. Exhibit a team player attitude focused on building up the team and its members, maintaining healthy and constructive communication with management. Education and Experience At least one year of experience in Ednetics and/or equivalent network experience with another organization. Two or more years of experience in the IT industry or education in an IT-related field. Experience installing, managing, or supporting network hardware, data centers, phone systems, and IP Video Surveillance is required. Experience with an enterprise ticketing system is required Certificates, Licenses, and Registrations Possesses a current and relevant Associate-level Network certification recognized by Ednetics. Language Skills Has the ability to read, comprehend, and interpret moderate to complex instructions and correspondence. Can create professional business correspondence and present information effectively in a clear, concise, and professional manner. Travel Regional travel opportunities as needed to assist with project work, typically less than 10% overall. Travel is expected for team building and continuing education. About Us Ednetics Inc. is a growing organization with a unique and outstanding corporate culture. Ednetics’ people enthusiastically support the technology needs of education and government communities in the Western U.S. Ednetics Inc. is an equal opportunity employer. http://www.ednetics.com/