IT Support Engineer

• Monitoring of support queue to ensure that customers are receiving prompt responses and meeting the contractual service level agreement for level 1 type issues including but not limited to o Password resets (AD, 3rd party software, telephone voicemail pin resets) o User account creations for new hires and terminations for employee separation o Workstation setup for new hire/users. Perform desktop and laptop system image management and deployment to ensure efficient system delivery. Integrate with 3rd party deployment and support providers as required.
• Perform first and second level support, troubleshooting, and tuning for all desktop and laptops for issues reported to the service desk
• Understand and implement security best practices and work with security specialists to minimize vulnerabilities
• Understand and comply with all contractual SLAs, policies and procedures
• Exercises discretion and independent judgment when dealing with client requests, incidents and feedback
• Build credibility and trust with Client customers and departments by providing solutions to inquiries and problems. This includes maintaining relationships with customers by understanding their needs
• Analyzes and recommends alternative solutions to meet customer needs
• Identifies areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction
• Supports the team process and participates on cross-functional teams
• Create and maintain documentation to build knowledge and provide training when necessary
• May be required to take after-hours on call support as necessary
• Complete other duties as assigned

C7 Techsolutions