Support Engineer
Position Overview
The Support Engineer will be a pivotal team member based in Monroe, LA, responsible for handling some of our most complex and dynamic customer issues. The ideal candidate will assist with escalations from our Support Technicians, leveraging a broad range of IT Generalist experience to resolve technical challenges efficiently. While the role primarily involves providing remote support, the Support Engineer will also be dispatched to client locations within the Monroe metroplex for onsite troubleshooting and resolution. In this role, you will play a critical part in ensuring the optimal performance of our clients' systems by diagnosing and addressing complex technical issues. You will collaborate closely with a diverse team of experts, contributing to the development of best practices and continuous improvement in service delivery.
Key Responsibilities
- Conduct thorough research and identify effective solutions to both software and hardware issues.
- Diagnose and resolve advanced technical problems, including but not limited to firewalls, switches, servers, cloud environments such as Azure, account setup, network configuration, application support, Active Directory management, and more.
- Engage with customers to probe and uncover the root causes of technical issues, guiding them through a series of complex troubleshooting steps.
- Ensure that all issues are accurately logged and tracked in the system.
- Effectively prioritize and manage multiple open issues simultaneously.
- Follow up with clients to verify that their IT systems are fully functional post-resolution.