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The Technical Support Engineer II/Remote Systems Analyst 2 with MBS Secure Division works as a member of a Reactive Service Delivery Team to provide support services to clients. The position is highly client-facing via phone, email, and remote assistance tools, and as such requires outstanding communication and client service skills. The remote technician resolves workstation, server and network problem tickets, performs assigned project duties, and escalates to the Director of Operations as needed. This role regularly works on tasks that are varied and complex.
This role entails overseeing queue management and ticket flow within the MBS Secure Division Reactive Services Department. The incumbent will play a crucial role in directing the workflow of reactive services technicians to promptly and proficiently handle incoming requests. Additionally, the position serves as a key contact point for account management and technical support escalations, ensuring the efficient management of client expectations during escalations. Moreover, this role acts as the primary point of contact for technical support issues that fall outside the scope of level two engineers.
Applies full range of specialized skills and job knowledge; frequently adapts procedures, techniques, tools, materials, and/or equipment to meet specialized needs; serves as team lead; performs broad and/or focused assignments under general supervision; originality and ingenuity are often required to help establish procedures in functional area; relies on experience and judgment to plan and accomplish assigned tasks.
Reactive Service Delivery Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks.
Essential Duties & Responsibilities
Client Service
IT Service and Support Functions
Team Leadership
Documentation, Reporting and SLA’s
Professional Development
Administrative
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.
Core Competencies
Technical Skills
Certificates, Licenses, Registrations
Education and/or Experience
Language & Communication Skills
Physical Demands
Office Requirements
Full Time
Retail
$79k-97k (estimate)
04/02/2024
06/01/2024
purpleguys.com
KANSAS CITY, KS
25 - 50
1994
Private
JON SCHRAM
$5M - $10M
Retail
TPG is a Kansas-based IT managed firm that provides services such as cloud integration, hosted VoIP, network security, backup and disaster recovery for businesses.
The job skills required for Technical Support Engineer II include Technical Support, Problem Solving, Leadership, Written Communication, Communication Skills, Customer Service, etc. Having related job skills and expertise will give you an advantage when applying to be a Technical Support Engineer II. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Technical Support Engineer II. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Technical Support Engineer II positions, which can be used as a reference in future career path planning. As a Technical Support Engineer II, it can be promoted into senior positions as a Biomedical Engineer III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Technical Support Engineer II. You can explore the career advancement for a Technical Support Engineer II below and select your interested title to get hiring information.