POSITION DESCRIPTION

POSITION TITLE: SUPPORT ENGINEER

POSITION OBJECTIVE

Manage and facilitate the completion of Customers’ support requests. The Support Engineer will manage the Customers’ expectations throughout the process and strive to maintain high Customer Satisfaction levels. The Support delivery area helps shape the other delivery areas via their feedback.

REPORTING STRUCTURE

This position reports directly to the TAM, indirectly to the vCIO.

PRINCIPAL DUTIES

First and foremost, we are a Cybersecurity first company. Anything we do starts with security as the foremost thought. We implement MFA at time of account setup, if not this step often overlooked so no exceptions here! Never use text based MFA unless that is technically the only option (like most banks) Use password manager to store random long and strong passwords for each site / application you use. Setup MFA on everything etc.

Perform scheduled or reactive onsite service calls.

Respond to alerts created by our systems and resolve issues (for example patching detected vulnerabilities).

Provide reactive remote support services.

Advise and train Customers on how to use information technology.

Analyze and solve various IT problems.

Install and troubleshoot Customers’ IT hardware and software.

Learn and do training on all the tools in our technology / security stack.

Provide regular ticket reviews and reporting to the TAM and vCIO as required.

Escalate major issues to TAM.

Provide continuous feedback on; recurring customer issues, customer dissatisfaction, process inefficiencies, lack of documentation, to the other delivery areas as required.

Maintain high positive Customer and user satisfaction and relationships.

Keep abreast of the development of relevant IT and telecommunication systems, hardware and software applications within the industry. Bring any ideas to vCIO.

Be a self starter, don’t expect to be micromanaged. We need people that can think for themselves. Of course, the team is available for questions and training.

Be extremely responsive with internal company chat, responding to emails, responding to and closing tickets. We work in a fast-paced environment, so we need to respond quickly. Strive to be extremely responsive to clients and rather than meeting clients’ expectations always aim to exceed them by going the extra mile.

Be on-call over some weekends, we rarely work on the weekends but occasionally things pop up.

Implement, participate and promote Quality Assurance (QA) objectives, processes and procedures of the Company. Look for ways to increase efficiency and bring those ideas to the meetings.

Conduct thorough checking and self-checking of information and documentation.

Keep documentation accurate and in good order.

Assist in the training, mentoring and development of new staff.

Perform general office duties as required.

Liaising with, managing and advising customers, other consultants, and contractors and attending meetings as required.

Perform other appropriate duties and responsibilities as assigned by the TAM or vCIO.

Adopt continuous learning and improvement processes in all aspects of the position. Use any down time to learn and improve.

KEY SKILLS & EXPERIENCE

QUALIFICATIONS

Tertiary qualifications in Computer Science/Information Technology or equivalent.

Deep understanding of TCP/IP, DNS, DHCP, Active Directory, Group Policy, NAT, Firewall Rules, Server 2012 - 2022, Windows 10 - 11, Microsoft 365.

MSP experience a plus.

Appropriate Driver’s License based on primary role location.

Computer-related industry certifications.

EXPERIENCE/SKILL LEVEL REQUIRED

Previous experience in IT administration and/or technical support experience, or equivalent.

Strong all-round knowledge of IT and telecommunications infrastructure, hardware and software applications.

Demonstrated experience and knowledge of network and workstation operating systems, and Microsoft Windows operating system.

Demonstrated experience with Microsoft 365 email and the office suite.

Understand how email flow works, what technologies we use to protect email and understand things like SPF, DKIM, DMARC etc.

APTITUDE & INTERPERSONAL SKILLS

Strong communication (written and verbal) and interpersonal skills.

High level organizational, project management, coordination and prioritization skills.

Strong problem-solving skills and self-learning.

Show initiative when undertaking tasks.

Able to work well both within a team environment and autonomously.

Good task management and multi-tasking skills.

High degree of confidentiality.

High degree of punctuality.

Ability to take, interpret and follow instructions.

Customer service orientation.

Ability to work with staff at all levels of the Company.

Committed towards undertaking duties efficiently with a strong attention to detail.

Professional personal presentation.

Awareness of and ability to work in accordance with Company Policies and Procedures.

KEY PERFORMANCE INDICATORS (KPIS)

Customer and staff satisfaction.

Adherence to following, improving, and documenting Customer and internal procedures.

Achieving time and budgetary targets.

Consistent daily approach to triage tickets and tasks.

Satisfactory management of Customers’ expectations.

Contribute to, and embrace, the culture of Support Team KPI’s.

Tickets open/closed per day (Lower/Higher)

Average Resolution time (Low)

Customer satisfaction (High)

Users managed per Support Engineer (High)

Satisfactory contribution to identifying patterns and issues in our process and delivery.

Satisfactory amounts of tickets completed daily.

Satisfactory achievement of ongoing targets, goals and objectives as set by the TAM and the vCIO.

Accuracy of work undertaken, information and advice provided.

Following of instructions and completion of tasks in a timely, accurate and efficient manner which meet the requirements of the company, customer and required regulatory standards.

Following, utilization and promoting of Company Policies and Procedures, Work Health and Safety (WHS) requirements.

Job Type: Full-time

Pay: $16.50 - $20.00 per hour

Benefits:

• Paid time off

Schedule:

• Monday to Friday
• On call
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Palm Coast, FL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical support: 1 year (Required)

Work Location: One location

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