End User Support Engineer

Job Description

Roles and Responsibilities

• In this role, you will:
• Respond to and track reports from internal and external customers.
• Provide initial triage, with goal to handle more issues over time with familiarity/skillset.
• Oversee defined IT processes ensuring correct execution; identify and communicate issues and variances when found.
• Interact with customer systems (logins, copying down files, configuring software, etc.).
• Enter bugs and feature requests in tracking systems.
• Documentation of problem-solving steps into a growing knowledge base.
• Track distribution of support issues to look for optimization possibilities.
• Identify processes and applications having problems, scan through error logs and source code, help determine reproduction paths.
• Investigate of software crashes, with potential to code bug fixes.
• Proactively reduce future support burden through identification of improvement opportunities.
• Resolve day-to-day issues related to strategy implementation. Escalates issues that impact the client and/or strategic initiatives.
• Participate in key initiatives as a project member executing defined tasks to achieve defined project goals.

Required Qualifications

• Bachelors Degree or (or High School Diploma / GED from an accredited school or institution with a minimum 4 years of experience in supporting and maintenance of technology systems.)

Desired Characteristics

• Humble: respectful, receptive, agile, eager to learn​
• Transparent: shares critical information, speaks with candor, contributes constructively​
• Focused: quick learner, strategically prioritizes work, committed ​
• Leadership ability: strong communicator, decision-maker, collaborative​
• Problem solver: analytical-minded, challenges existing processes, critical thinker

Technical Expertise:

• Experience in sustainment engineering or technical customer support
• Hands on operations experience with multiple application, OS and customer level support
• Experience with basic computer networking and common end user trouble shooting
• Experience with Windows, Mac, iOS, Android operating systems

Business Acumen:

• Ability to manage to aggressive deadlines while staying true to strategic outcomes
• Ability to communicate effectively with technical and non-technical communities
• Ability to understand and communicate complex business, and technical concepts clearly and accurately
• Demonstrated customer focus

Personal Attributes:

• Project management skills; demonstrated ability to deliver on-time and on-budget
• Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions
• Excellent communication skills and the ability to interface with customers with confidence and clarity
• Ability to work independently on projects and a sharp eye for detail
• Highly collaborative, team-oriented individual
• Positive, enthusiastic and confident attitude

Additional Information