Support Engineer

• Become the go-to expert for our clients, masterfully troubleshooting everything from Windows devices and Microsoft 365 to network infrastructure and VoIP systems.
• Own client communication, building rapport, managing expectations, and ensuring every interaction ends with a positive outcome.
• Manage your ticket queue with precision, prioritizing effectively and handling warm transfer escalations with a calm, confident approach.
• Contribute to a knowledge base that actually works, creating and refining documentation that empowers the entire team to succeed.
• Act as a liaison between clients and vendors, driving incident resolution and ensuring seamless support from end to end.
• Collaborate across the team in weekly meetings and team-led trainings, helping to drive yourself and the company forward.
• Lead by example, upholding our commitment to accountability, proactive service, and stellar customer support.

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Support IT Engineer, DR