Duties and Responsibilities:

(Essential Duties include but are not limited to):

• Maintain multiple customer environments.
• Update and Manage case backlog based on internal policies.
• Crisis Management - Identify any high priority issues, escalate to the next level, and run incident management process
• Provide a Customer-First experience while utilizing phones and email to manage cases.
• Work cohesively with the team as well as all divisions of the company. Customer-first approach.
• Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, account teams, or project managers.
• Act as frontline and receive incoming calls from the support hotline
• Triage live calls and create cases with complete problem description and customer details
• Resolve P3 & P4 monitoring alerts using detailed process guidelines
• Resolve basic customer requests such as adding or deleting users using detailed process guidelines
• Update cases with Technology, Sub-technology and Problem code to facilitate proper queue routing.
• Be able to listen to, accept, and follow direction from more senior engineers.

Additional Information:

 Shift times will vary depending on their needs

• Target Years of Exp: 1-3 years

Top 5 Must Haves:

• Some Entry Level Certs, Such as A+, Net+, Server+
• Basic Networking (Ping, Trace Route, Gateway, DNS, Subnet, IP Address, MAC Address)
• Basic Active Directory
• Basic Troubleshooting Fundamentals
• Proficiency in computer usage, internet, and Microsoft Office suite of applications.