Tier 1 Engineer

Tier 1 Engineer

Portage, IN (http://maps.google.com/maps?q=OFF-SITEPortageINUSA)

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Job Type

Full-time

Description

The Tier I Engineer is responsible for various managed IT support related to onboarding and ongoing technical maintenance and trouble-shooting support. This is the basic level of customer support. The Tier I Engineer is a generalist with a broad understanding of the hardware, software and systems that the customer has on site and is not required to understand the inner workings.

Responsibilities

Aids support to the Proven IT Helpdesk which is the first line of support for our customers.

Responds to the customers with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs.

Uses and adds to a knowledge center for customer calls in ConnectWise.

Communicates and works as a team with Tier II and Tier III to solve a customer’s issues.

Uses logic and knowledge to solve complex and simplex customer problems

Routinely uses computer and network knowledge to trouble shoot and find the best solution for the customers workflow needs

Consistently reviews and prioritizes tickets and workload

Works with clients over the phone to investigate issues and provide solutions

Documents calls and resolutions to ensure continuity throughout the team

Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers and possibly vendors

Performs other duties as assigned.

Requirements

Bachelors degree or related experience in Computer Information Systems/MIS or other business related field.

Previous experience working in the IT field preferred

Strong problem solving skills

Ability to work in a physical office

Ability to travel to client sites

Experience with Networking and Servers is a huge plus

Must possess solid analytical, communication and technology skills

Ability to multi-task with a strong attention to detail

Must maintain confidentiality of information

Excellent organizational and customer service skills

Must be a self-motivated individual with a willingness to work well with others on a regular basis

Ability to climb stairs and ladder

Must be able to work in confined spaces such as but not limited to server closets, under desks, etc.

Must be able to lift up to 50 lbs.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, controls; reach with hands and arms; stop, kneel, or crouch; talk or hear; The employee uses computer, copier, faxing and telephone equipment. The employee must be able to walk for short periods of time and sit, and stand for long periods of time.