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Sr. Client Support Engineer

Job ID: 8382
Job Type: Contract To Hire
Salary Range: $50K - $75K
Nashville, Tennessee
Referral Bonus: +/- $728
Posted:

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Title: Client Support Engineer
Location: Nashville, TN (5 days onsite)
FTE 

Job Description:
Perform all desktop support for users, including desk phones, computers, monitors, printers, mobile devices, and various other office equipment. Perform basic as well as advanced technical troubleshooting for all issues sent to the Solution Center to determine proper routing to other resolver groups when necessary. Assist other resolvers as needed with technical issues. Perform all connect and disconnect functions of the equipment for issues such as user moves or relocations. Provide security protection by working with users to grant appropriate access to systems and applications. Work with application teams with testing as necessary. 
 

 

Essential Responsibilities
  • Answer inbound calls from users to assist with technical issues. All inbound calls receive accompanying ticket.
  • Work Incidents that come into our queue and assist customers in getting back up and running.
  • Work Service requests in our queue and assist in fulfilling the user’s request or routing to the proper group to have the request worked.
  • Create and maintain documentation for all systems services by the Solution Center.
  • Install and support audio/visual equipment for conference rooms.
  • Assist in identification of outages to engage proper support in a timely manner.
  • Help with identifying issues that arise with technicians at Level 1 Managed Service Provider: Logging, Troubleshooting, Procedure, etc. and report these issues to the MSP management.
  • Support department activities with regular and prompt attendance.
  • Typically is able to resolve all complexity of problems.  May involve use of problem management database and help desk systems.
  • Manage and coordinate projects involving the help desk.
  • Mentor other associate and intermediate level solution center technicians. Maintain positive team environment by advocating for the team. Identify areas for training.
  • Build business relationships across the business to fortify partnership.
  • Model the Ingram Way.
  • Leverage technical competencies such as scripting to innovate and improve processes.

 

 

Knowledge & Skills
  • Customer service skills
  • Advanced troubleshooting knowledge in a server/client Microsoft environment
  • Collaboration with internal team and across other departments; relationship building
  • Diplomat of the Solution Center
  • Solid networking knowledge
  • Familiarity with IP telephony
  • Proficient usage of office applications such as Microsoft Office, Adobe,
  • Advanced knowledge of Active Directory, experience with Azure AD user creation, DC’s
  • Advanced troubleshooting abilities for browser
  • Familiarity with Apple and Android mobile devices.
  • Must be comfortable communicating with users at their technical level.
  • Experience troubleshooting/supporting Outlook in an exchange environment and cloud
  • Must be able to adapt quickly in a fast-paced environment and juggle multiple priorities.
  • Detail oriented; good writing skills for documentation purposes

 
Competencies
Organizational Competencies: Customer services, Project coordination, process designer, documentation
Professional/Technical Competencies: Active Directory, Azure, Domain Controllers, DNS, DHCP, RDS, Exchange Online, thorough knowledge of SCCM involving endpoint management, Intune, Powershell, Windows registry, VM’s – HyperV, Asset Lifecyle Management, cost controls and contract tracking
 

 

Education & Experience Preferences/Requirements
Degree Required: Associate’s Degree                                               
Degree Preferred:   Bachelor’s Degree
 
 
A+, Network +, MS Azure Admin/Support

Degree requirements may be waived if significant, demonstrable experience.

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