Help Desk Tier 1 Engineer

Duluth, GA (http://maps.google.com/maps?q=3435+Breckinridge+Blvd+Duluth+GA+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

• Tier I 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

• Tier I uses and adds to a knowledge center for customer calls in Connectwise

• Tier I will communicate and work as a team with Tier II and Tier III to solve a customer’s issues

• Tier I will use 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

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

• Travel up to 10%

• 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.

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.