IT Support Engineer

•         Provide day-to-day IT support to customers following established support procedures.

•         Monitor inbound phone and ticket queues, responding within agreed service levels.

•         Monitor escalated ticket queues and respond within agreed service levels.

•         Keep ticket notes clear, detailed, and easy for other team members to follow.

•         Maintain and update internal and customer-facing documentation.

•         Look for ways to cut down on repetitive ticket volume so customers are served more efficiently.

•         Contribute to a shared knowledgebase used across the support team.

•         Provide onsite support at customer locations as needed.

•         Confirm receipt of new issues quickly so customers know their request is being handled.

•         Write thorough, well-crafted notes so each issue can be handled correctly throughout its lifecycle.

•         Follow through until each issue is fully resolved to the customer's satisfaction.

•         Proactively ask about and address any additional needs a customer may have.

•         Acknowledge and begin work on escalated cases within 30 minutes of creation.

•         Aim to resolve at least 95% of cases within 30 minutes of total work time.

•         Resolve a minimum of 12 tickets per day.

•         Update each case with detailed notes whenever work is performed, and proactively update customers on status.

•         Include enough detail on escalated cases that senior engineers can pick them up without needing to ask follow-up questions.

•         Track case details accurately to support dependable, useful reporting.