Customer Success Engineer

Primary Job Responsibilities

• Offers technical support to both internal and external Team Members through existing phone and email systems to solve Tier 1 and Tier 2 technical problems.
• Presents complex technical information and solutions to non-technical audiences.
• Solves assigned support incidents and tasks within the established SLA parameters.
• Creates, maintains, and terminates user accounts such as Active Directory, Box.com, Office365, AT&T, GFI, CRM, MAS, and Xactimate.
• Ensures auditing requirements are being followed for user access.
• Possesses intermediate understanding of networking principles to troubleshoot and resolve network connectivity issues such as printing/scanning, LAN, WAN, wireless, VPN, and Remote Desktop issues.
• Configures and ships equipment for new users and/or users due for an upgrade. Removes and backs up local data as well as ensuring equipment is returned or reassigned from terminated users.
• Maintains the Netsuite asset tracking system; ensures enough IT inventory is maintained to support the company.
• Keeps all laptops and desktops current with the Sophos Anti-Virus Administration Kit including running weekly virus database updates and scans.
• Performs basic administrative duties including but not limited to supplying proper documentation and/or user guides for applications, answering the helpdesk phone line, answering the IT door, receiving parcels and shipping IT inventory, maintaining various organizational spreadsheets, and general support.
• Assists with training Associate Customer Success Engineer(s) with functions that are more complex.
• Collaborate with Systems Engineer and Network Administrator on additional special projects.
• Provides emergency support during the accepted on-call schedule during weekends and weekdays.

Required Education & Experience

• 4-5 years of recent help desk experience
• 4-5 years of PC Hardware, Windows 10, and Window 11 experience preferred

Desired Knowledge, Skills & Abilities

• Thorough skill set in Microsoft Office Suite (including but not limited to Word, Excel, PowerPoint, Outlook, and SharePoint)
• Keyboarding skills (including speed and accuracy)
• Effective written and verbal communication skills with the ability to clearly and succinctly articulate concepts and findings
• Basic mathematical skills
• Intermediate data extraction skills for analysis and reporting purposes
• Effective time management and organization skills
• Excellent customer service skills
• Detail-oriented, and the ability to research, investigate and problem solve
• Team-oriented work style
• Commitment to professional and personal growth and development
• Trustworthiness, integrity, and personal accountability and adherence to standards of ethical behavior and professional conduct