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Client Support Engineer

Summary

We are looking for someone who is motivated, professional, and serious about a long-term career in IT.

Your primary responsibilities as a Client Support Engineer will be the resolution of client hardware, software, and network issues.  You will need to be able to prioritize issues according to initial scope and impact analysis of an issue. You’ll also need to be able to find and implement solutions to complex problems, or determine if other resources are needed.

 

Responsibilities

  • Troubleshoots and resolves technical issues either remotely or at a client site within defined SLAs
  • Participates on Project Teams as assigned
  • Reviews ticketing and monitoring queue for timely assignment and resolution of tickets
  • Checks, validates and updates ticket documentation
  • Provides technical assistance for escalations
  • Appropriately manages expectations of clients and peers
  • Provides on-call 24/7 support after business hours 3 weeks per year

 

Qualifications

This position has three levels of technical expertise that require varying levels of experience. The list below outlines the various skills that we are looking for. Depending on your technical ability, we will determine which the most appropriate level is after interviewing you.

  • Experience supporting the Microsoft operating system environment and web/networked computing environments (Windows Server and Desktop, MS Exchange, Active Directory, Linux/UNIX etc.)
  • Knowledge of Microsoft suite of products (Outlook, Word, Excel PowerPoint, etc.) is required
  • Ability to troubleshoot complex or time sensitive issues and identify solutions
  • Prior experience with help desk ticketing systems and service desk management tools (i.e. Remedy, ServiceNow, Connectwise, Autotask, N-central, Kaseya, etc.) is required
  • High degree of professionalism, attentiveness and communication excellence (both verbal and written)
  • Ability to diplomatically interact and communicate with all levels of an organization
  • Ability to apply proper office management practices and administrative support processes
  • Strong analytical and problem solving skills
  • Ability to remain calm under pressure and work in a fast paced environment
  • Ability to work independently and within a team environment

 

Ideal Candidate

We’re looking for a fun-loving person to join our family! Our ideal candidate would have excellent customer service and communication skills, both written and verbal. You’ll need to know your way around Microsoft Office Suite, as we use those apps for everything. You will also be using some custom software so being able to adapt to new technologies quickly will come in handy. The ability to multi-task is of the utmost importance, as you’ll have many clients to juggle. You should have the ability to work independently, prioritize your work, and manage your time effectively, though we expect you to be a team player as well. We also want people who are smart, creative, and willing to share their ideas about how we can make Paragus an even better company.  Lastly, we hope you love beer – whether that be Root Beer or a local IPA – because we certainly enjoy ending a successful day with a pour from one of our private taps in our staff pub. Beer not your thing? That’s fine, we’re also really into great coffee and sweet treats.  

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