Proven IT
Help Desk Tier 1 Engineer
Proven IT, Duluth, Georgia, United States, 30155
Help Desk Tier 1 Engineer
Duluth, GA (http://maps.google.com/maps?q=3435+Breckinridge+Blvd+Duluth+GA+USA+30096)
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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
Bachelor's 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, tools or controls; reach with hands and arms; stop, kneel, or crouch. The employee must be able to lift up to 35 pounds regularly. The employee uses computer and telephone equipment. The employee must be able to sit for long periods of time.
Duluth, GA (http://maps.google.com/maps?q=3435+Breckinridge+Blvd+Duluth+GA+USA+30096)
Apply
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
Bachelor's 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, tools or controls; reach with hands and arms; stop, kneel, or crouch. The employee must be able to lift up to 35 pounds regularly. The employee uses computer and telephone equipment. The employee must be able to sit for long periods of time.