Dedicated IT

Support Engineer

• Resolve client issues through support tickets, meeting SLA requirements.
• Collaborate with clients, Service Delivery Manager, and Team Lead to ensure exceptional service.
• Tackle a range of issues, from basic to complex, as requested by end users.
• Document detailed notes, track time accurately, and update technical documentation.
• Manage email tickets and escalate to Escalation Engineer when needed, providing thorough notes and recommendations.
• Mentor teammates and train users on supported software and hardware.
• Quickly identify and communicate potential major incidents to the Team Lead.
• Troubleshoot and create workarounds when standard procedures don’t apply.
• Assist with software installations and vendor management for client support.
• Maintain timely case follow-up and keep clients updated.
• Collaborate on client projects with the vCIO and Onsite IT Engineer

Support Technician II