Technical Services Engineer I

C3 Integrated Solutions is a rapidly growing company seeking a Technical Services Engineer I to provide support to end users. The role involves delivering technical support services, both remotely and in-person, while ensuring customer satisfaction and collaboration within a dynamic team.

Responsibilities:

• Provide first contact end-user support via telephone, or email
• Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way
• Record, track, and document the service desk incident within the ticketing system
• Collaborate with other members of the team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed
• Provide first-tier support to end users for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, VPN Clients, Spam Filtering, and hardware troubleshooting
• Add users, remove users, reset passwords, and change folder permissions
• Basic understanding of how IP addresses, subnet masks, gateways, and DNS addresses work
• Providing on-call/after hours work when necessary; including weekends

Requirements:

• Provide first contact end-user support via telephone, or email
• Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way
• Record, track, and document the service desk incident within the ticketing system
• Collaborate with other members of the team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed
• Provide first-tier support to end users for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, VPN Clients, Spam Filtering, and hardware troubleshooting
• Add users, remove users, reset passwords, and change folder permissions
• Basic understanding of how IP addresses, subnet masks, gateways, and DNS addresses work
• Providing on-call/after hours work when necessary; including weekends
• Experience working with Office 365 Suite (Exchange Online, SharePoint Online, Teams) from an user/helpdesk administrator perspective
• Experience with Windows 10 and 11/Mac OS X/iOS and Android Devices in a corporate environment, including AzureAD Domain Join and Autopilot
• Understanding of server and network device hardware and functions
• Ability to understand and adopt the principles of C3's Core Values
• Stellar written/verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues
• The ability to diffuse potentially difficult situations with angry or unpleasant clients on a regular basis
• Sound judgement and decision-making skills to be able to independently make decisions that affect customers without always being able to consult with a supervisor
• The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service level Agreement (SLA) driven environment
• The ability to perform a variety of duties, often changing from one task to another of a different nature
• A strong attention to detail so work is accurate and complete
• An Associate or Bachelor's degree in Information Technology or related field preferred
• Preferred Technical Certifications: CompTIA A+, Network+, Security+, Microsoft 365
• Veteran preferred