The Purple Guys Webster , TX 77598
Posted 1 month ago
The Technical Support Engineer II/Remote Systems Analyst 2 with MBS Secure Division works as a member of a Reactive Service Delivery Team to provide support services to clients. The position is highly client-facing via phone, email, and remote assistance tools, and as such requires outstanding communication and client service skills. The remote technician resolves workstation, server and network problem tickets, performs assigned project duties, and escalates to the Director of Operations as needed. This role regularly works on tasks that are varied and complex.
This role entails overseeing queue management and ticket flow within the MBS Secure Division Reactive Services Department. The incumbent will play a crucial role in directing the workflow of reactive services technicians to promptly and proficiently handle incoming requests. Additionally, the position serves as a key contact point for account management and technical support escalations, ensuring the efficient management of client expectations during escalations. Moreover, this role acts as the primary point of contact for technical support issues that fall outside the scope of level two engineers.
Applies full range of specialized skills and job knowledge; frequently adapts procedures, techniques, tools, materials, and/or equipment to meet specialized needs; serves as team lead; performs broad and/or focused assignments under general supervision; originality and ingenuity are often required to help establish procedures in functional area; relies on experience and judgment to plan and accomplish assigned tasks.
Reactive Service Delivery Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks.
Essential Duties & Responsibilities
Client Service
Maintain a strong focus on providing excellent customer service
Provide responsive client service via phone, email, and in person interactions
Answer internal and external client/vendor calls quickly and pleasantly
Communicate in a friendly, professional and patient manner
Perform all duties with the goal of building and maintaining long-term client/vendor relationships
Maintain exceptional client service, understanding client satisfaction and perception is key to a successful relationship with clients
IT Service and Support Functions
Act as the third tier of response for escalated tickets, serving as the point of contact for escalating to management and outside of the Reactive Services department
IT support services for clients' infrastructure, including clients' core business applications
Acquire specific knowledge of the client and how IT relates to their business
Develop in-depth knowledge of the service offerings and how they relate to clients' needs
Participate in projects by performing assigned duties
Perform other related technical duties as assigned
Team Leadership
Act as a team lead, guiding the workflow and schedules for triage, level 1, and level 2 engineers within the Reactive Services team
Exhibit the ability to motivate and direct team members and colleagues.
Demonstrate solid relationship and performance management skills.
Provide coaching and feedback suggestions to management on the performance of the Reactive Services team
Direct the ticket flow for the MBS Secure Reactive Services team, ensuring efficient handling of support technicians' responsibilities
Develop, implement, and enforce strategies for proactive queue management and issue resolution
Utilize analytical skills to review reports and Key Performance Indicators (KPIs) for deriving useful information
Apply information to solve, eliminate, or escalate recurring problems
Documentation, Reporting and SLA's
Identify clients' needs and report to Director of Operations
Update documentation for client configurations or processes
Communicate managed services installation and maintenance with Centralized Services (CS)
Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
Utilize active listening and client-care skills in identifying potential concerns
Report client concerns or complaints to Director of Operations and manage account management escalations with patience and empathy
Answer internal and external communications timely and professionally
Contact client within 3 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
Close tickets within 7 business days unless issue requires further delay as notated on the ticket
Professional Development
Routinely take self-paced training in technologies relevant to the team
Obtain industry certifications on a consistent basis
Administrative
Enter all notes and time worked on the appropriate service ticket
Enter time worked on each ticket daily
Submit time sheets on a weekly basis, due by Saturdays at 12P
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The technical skills listed below are representative of the knowledge, skill, and/or ability required.
Core Competencies
Ability to communicate and work effectively with end users over the phone and on-site
Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
Critical thinking and problem-solving skills
Organized and detail-oriented
Strong team player
Technical Skills
Windows workstation repair, maintenance, malware removal, and deployment
Configuring network settings on workstations
Hypervisor & virtual desktop client support
RDP client support
Office 365 account and client support
Exchange mailbox administration
Server backup monitoring and maintenance
Wireless connectivity for mobile devices and workstations
Mobile device support - smartphones, tablets and laptops
Active Directory account creation and management
Network drive and printer mappings
Diagnose network connectivity issues for workstations and servers
Certificates, Licenses, Registrations
Education and/or Experience
Possess a minimum of 4 years of recent experience in a Technical Support environment
Preferably have 2 years of recent leadership positions or relevant experience
Bachelor's degree preferred in IT, IS, CS, or another technical discipline
CompTIA certifications preferred
Microsoft Technology Associate (MTA) preferred
Language & Communication Skills
Possess exceptional written, oral, and interpersonal skills
Focus on the ability to listen actively and use deductive reasoning
Ability to communicate professionally, in English, both written and orally
Ability to write business correspondence and process procedures
Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
Physical Demands
Regularly required to use hands to operate computer keyboard and telephone
Prolonged periods sitting at a desk and working on a computer
Moderately required to stand
Occasionally needs to lift and/or move up to 50 pounds
Specific vision abilities required by this job include close vision, and ability to adjust focus
Office Requirements
Private home office workspace or ability to work remotely in a private area
Valid Drivers License or ID and Ability to work in a Hybrid workplace
High Speed Internet (Home Office)
Cell Phone
The Purple Guys