Support Engineer

• Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support (desk-side as needed) in a courteous manner; escalates accordingly
• Monitors system updates to remain aware of common problems users are experiencing
• Actively listens to and builds rapport with end users to elicit problem details
• Performs software installations for customers
• Documents, reviews and ensures that all quality and change control standards are met
• Applies diagnostic utilities to aid in troubleshooting
• Accesses software updates, drivers, and knowledge base to aid in problem resolution
• Tests fixes prior to closing tickets to ensure problems have been adequately resolved
• Interacts and builds relationships with site leadership where applicable
• Documents all pertinent end user identification information including nature of problem
• Records, tracks, and documents the problem-solving process for each ticket
• Participates in formal and informal training sessions to gain new skills and knowledge
• Reviews regular pertinent product update information to keep knowledge current
• Contributes to and updates knowledge database and team training documentation
• Collaborates with other team members to share and exchange information

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