Support Engineer

Support Engineer

simpleroute Support Engineers play a vital role in the company s ability to deliver quality support in a timely fashion to our clients. The frequency in which they interact with our clients makes them the faces of our company to end users; our Support Engineers are often some of the first people our clients speak with after coming on-board with us.

As a Support Engineer, you will provide remote and on-site assistance with technical software, hardware, and network assets. On top of providing prompt and courteous service to the end user we need our Support Engineers to troubleshoot problems through logical fact finding. Your ability to cut through to the heart of the matter is paramount. Understanding how to properly document and escalate support tickets is at the core of our interactions with our clients. Your ability to clearly communicate to the other members of the team is the key to our success and is a main function of a Support Engineer in our internal ecosystem .

Being empathetic, confident, and thorough in your efforts through these interactions will leave some of the largest impressions on our clients and convey to them our ability to properly support them.

Lastly, while it is necessary Support Engineers understand the value in following documentation and process we also expect them to assist the team with curating documentation as well as identifying opportunities for automation and optimization with said processes.

Responsibilities

This role has an approximate workload breakdown as follows:

Remote support services 40-60%
On-site staff augmentation 20-40%
On-site support services 15%
On-site professional services 5%

A list of job responsibilities includes:

• Issue Resolution: Investigate and resolve production issues, ensuring minimal downtime and disruption to client operations. Address customer issues promptly, working within our support team to ensure efficient resolution.
• Technical Troubleshooting: Address day-to-day technical issues reported by customers, providing timely and accurate solutions.
• Escalation: Cull bad information on tickets requiring higher level support and provide proper information to streamline addressing issues without needing to start the troubleshooting process from scratch.
• Quality Assurance: Conduct thorough testing and quality checks to ensure that all solutions meet our high standards. Identify opportunities to drive client efficiency and reduce support costs in the long run.
• Time Capture: Consistently enter 100% of your time at work in our Professional Services Automation software. This allows us to better understand the impact clients have on our day to day.
• Client Collaboration: Work closely with clients to understand their support needs and provide solutions that align with their business goals wherever possible. Train customers to effectively use their products and services. Maintain a customer-first approach, ensuring all technical inquiries are addressed with professionalism and empathy.
• Team Collaboration: Collaborate with other departments to ensure a cohesive approach to client support and service delivery as well as engage in our support escalation process.
• Continuous Learning: Stay updated on the latest technologies and industry trends to provide informed support and recommendations.
• Documentation: Maintain detailed documentation of all support activities, issues resolved, and procedures followed. Also identify and improve upon existing process documentation to assist other staff in following similar steps in the future.
• Automation Identification: Identify needs within the company to automate routine tasks you are working on and in some cases develop them yourself.
• Process Improvement: Identify opportunities for process improvements and contribute to the development of best practices within the support team.
• Other tasks as assigned by management.

Requirements

Candidates should demonstrate knowledge sufficient to provide technical support to end-users. This can be done through a combination of formal education, certifications, and work experience. Three years minimum end-user assistance in an Active Directory environment requested.

Potential applicants will be required to go on-site. As a result, reliable transportation is required to ensure timely support for clients.

As with all our positions, a personal background check is required prior to employment.

Among other criteria, the below requirements will be evaluated in accessing applicants:

• Excellent analytical and problem-solving skills
• Ability to break apart complex information and relay in a way end-users can easily understand.
• Strong inter-personal skills to help address client concerns and issues and strong time management skills to best coordinate other staff.
• Exposure to networking technologies including Active Directory, DHCP, DNS, firewall configuration, Microsoft Hyper-V, Windows registry, routing, TCP/IP v4/v6, QoS, VMware, VLANs, VPN and wireless.
• Backup, disaster recovery and data recovery experience.
• Microsoft Office 365, Microsoft Exchange support and maintenance.
• Professional Services Automation (PSA) and/or ticketing software experience.
• Remote monitoring and management (RMM) software experience.
• Excellent verbal and written communication skills
• Strong customer service skills

About simpleroute

Started in 2009, simpleroute is a growing company with the sole aim to provide the best service possible for end-users. We do this through getting to know our clients, anticipating and meeting their needs and providing excellent service. We offer a challenging yet fun atmosphere and provide ample opportunity for employees to grow both through education and project-based learning.

simpleroute offers several benefits including:

• 10 paid holidays
• Up to 4-weeks PTO with seniority
• 1-week of sick leave
• 401k program with up to 4% match
• Health, dental and vision programs
• AD&D, life insurance and disability
• Education opportunities and approved certification reimbursement
• Gym membership
• Flexible and fun work environment