Job Summary

The Customer Support Engineer is a critical member of our IT Service Desk team, responsible for providing exceptional support to our end users. This role involves handling incoming support requests through both phone and ticketing systems, providing desktop support, managing service requests, and performing initial triage of incidents and security alerts. The ideal candidate will possess strong technical skills, particularly in supporting Windows and Apple systems, and have a proven track record of delivering excellent customer service.

Requirements

Key Responsibilities

Support Request Handling: Respond to and manage incoming support requests via phone and ticketing system, ensuring timely and effective resolution.

Desktop Support: Provide technical support for end users on both Windows and Apple systems, including troubleshooting hardware and software issues.

Service Requests: Handle service requests, ensuring they are completed efficiently and to the satisfaction of the end user.

Incident Triage: Perform initial triage of incidents, identifying the nature and urgency of the issue and escalating as necessary.

First Call Resolution: Strive to resolve issues during the initial contact whenever possible, minimizing the need for escalation.

Security Alerts: Conduct the initial triage of security alerts, escalating critical issues to the appropriate security team.

Documentation: Accurately document all actions taken in the ticketing system, ensuring that records are detailed and up-to-date.

Customer Service: Provide a high level of customer service, ensuring that end users are informed and satisfied throughout the support process.

Qualifications

Experience:

Minimum of 2 years in a customer support or service desk role.

Experience with desktop support for Windows and Apple systems.

Technical Skills:

Strong knowledge of Windows and Apple operating systems.

Familiarity with remote desktop tools and ticketing systems.

Basic understanding of network and security concepts.

Soft Skills:

Excellent communication and interpersonal skills.

Ability to handle multiple tasks and prioritize effectively.

Strong problem-solving skills and attention to detail.

Certifications (Preferred):

CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent certifications.

Working Conditions

Shift Work: May be required to work in shifts, including nights and weekends, depending on business needs.

Physical Demands: Primarily a sedentary role; however, some lifting of computer equipment may be required.

Benefits

Health Care Plan (Medical, Dental & Vision)

Retirement Plan (401k, IRA)

Paid Time Off (Vacation, Sick & Public Holidays)