Support Service Engineer II

Clare Computer Solutions San Ramon , CA 94582

Posted 3 months ago

PURPOSE

Responsible for response to alerts generated by our managed services customers or by automated alerts. Responsible for keeping the Helpdesk Board current as per our SLA, and clients/account managers kept informed as to the status of their Service Tickets.

ESSENTIAL DUTIES

The duties for this position are primarily carried out at our corporate site. Staff must be able to effectively interact with client contacts and be able to listen to the description of issues and act upon them. They must also be able to effectively work with leadership, account managers and sales staff to ensure the smooth transition of actionable items to the appropriate party.

  • Be familiar with ConnectWise systems dashboards
  • Ensure that client Service Tickets are acknowledged
  • Receive, analyze and triage alerts and Service Tickets daily
  • Receive escalation from lower level Support services personnel
  • Assign/Escalate Service tickets to other support personnel or field services
  • Escalate Service Tickets that cannot be quickly resolved or require on-site support to Field Services
  • Remotely troubleshoot mid-level hardware, software, and networking problems impacting clients
  • Use Clare tools to maintaining current software, and applying security, hot fixes and system patches.
  • Interact with vendors regarding installation, problem resolution and maintenance
  • Effectively interact and communicate with other Service Team members or Clare Staff
  • Maintain detailed records of work completed and the time keeping associated with that work.
  • Maintain detailed documentation on a variety of network items
  • Be available to work during nights and weekends.
  • Be available to work overtime if required

Requirements

MINIMUM REQUIREMENTS (may be mitigated by appropriate experience)

2 of the following:

  • AA degree or better in a technology field of study
  • CompTIA A+
  • CompTIA Networking+
  • MCSA in one of the following tracks
    • Cloud Platform & IT Infrastructure
    • Business Productivity
    • Mobility
  • 2 Years working in a similar position
  • Valid California Drivers License and proof of insurance

Clare Computer Solutions, Inc. is an Equal Opportunity Employer

Clare Computer Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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Support Service Engineer II

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