What are the responsibilities and job description for the Customer Service Engineer position at Innovative Network Solution Corp?
Company Overview
Innovative Network Solutions Corp (INSC) is a leader in the Managed Service Provider (MSP) industry, dedicated to delivering exceptional IT management solutions. Our mission is to empower MSPs with a strategic six-phase approach that ensures comprehensive security and streamlined processes.
Summary
We are seeking a Client-Dedicated Customer Service Engineer to perform on-site support as well as break-fix support for one specific client.
Responsibilities
- Client on-site engineer, performing SLA support coverages, handling issues that require on-site presence and any other client related problems requiring hands-on approach.
- Client on-site scheduled proactive support with detailed departure summaries.
- Interface positively with peers, other department, carriers and customers to identify operational issues and provide expedient corrective actions
- Ensure that all paperwork such as customer, internal and maintenance tickets are completed accurately and in a timely fashion.
- Knowledge of client SLA’s
- Accurate and timely ticket entries in Autotask ticketing system for all assigned tickets.
- Ability to handle multiple tickets simultaneously.
- Follow Innovative ticket handling protocols.
- Monitor all Critical and High tickets to ensure that timely resolution takes place.
- Update all available tickets on a daily basis, following company procedures.
- Invokes problem escalation procedures on all unresolved tickets accordingly to client SLA’s.
- Proactive identification of client IT related issues.
- Interface seamlessly with help desk with regards to tickets, hardware deployment and all other client related matters.
- Review on a regular basis on-site calendar and notify Manager of any conflicts or support issues that may require a change in scheduling.
- Update IT Glue for any identified changes to client IT hardware inventory.
- Answer support calls and e-mails provide support and document through Autotask ticketing system and IT Glue.
- Walk client through problem solving processes.
- Follow up with client, provide feedback and see problems through to resolution.
- Utilize excellent customer service skills and exceed customers’ expectations.
- Research and resolve end-user and production equipment hardware and software problems, utilizing other IT staff and outside vendors as needed.
- Responsible for on-going workstation setups, which includes various OS installs and configurations, setting up user profiles according to company standards.
- Install, troubleshoot, upgrade and maintain computer hardware and software.
- Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly.
- Willing to work variable shifts including evenings, weekends and public holidays.
- Knowledge of Client Environment (infrastructure, software, workstations, ISP, etc).
- Provides technical support identifying, investigating, and resolving user’s problems by applying knowledge of computer software, hardware, and procedures to solve problems.
- Collaborates with other employees to research and resolve problems
- Maintains knowledge of technology innovations and trends
- Ability to independently plan and prioritize client appointments in order to minimize drive time to/from client appointments
- Client support and service is of the utmost importance, this role should strive to ensure their work generates positive feedback
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Work Location: In person
Salary : $60,000 - $80,000