Full-TimeExemptWhy Entech? Entech is a rapidly growing Managed IT Support Services organization looking for talented individuals to join our team!With 25 years of enabling people to do what matters, Entech has developed a culture where we do what is right, we win as a team, and we build and value great relationships with our employees, clients, and the community. Being part of Entech means you become part of our family where we strive to provide you opportunities for growth, fun environments, team building, and of course, technology. With multiple offices throughout Southwest Florida in Fort Myers, Naples, and Bradenton, we invite you to become part of our tradition of doing what matters and look forward to your application! Position SummarySupport Engineers are responsible for providing support on Tier 1 and Tier 2 incoming reactive and proactive service requests. Work performed for this role will take place both onsite and remotely from Entech's Service Desk, and potentially at one of our locations with augmented staff. Support Engineers will work independently and as part of a team to answer service desk calls, urgently analyze technical issues, troubleshoot over the phone / onsite / via remote access and escalate problems when appropriate. Support Engineers will be responsible for a healthy ticket queue, entering time and notes into tickets as it occurs, managing their daily schedule and overall board management.Essential Duties and Responsibilities
- Identify, troubleshoot, and document user issues to resolution, while maintaining superior customer satisfaction.
- Work with end users to resolve reactive support requests. These issues will be related to Windows servers and desktops, Microsoft cloud services including Microsoft 365 and Azure, firewalls, managed switches, and LAN/WAN connectivity issues.
- Work to resolve proactive alerts and monitors generated by the NOC. These issues will be related to backups, viruses, impending hardware failures, licensing issues and more.
- Manage your daily ticket queues and schedule to ensure all assigned tickets are resolved and responded to within preapproved targets.
- Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- Improve customer service, perception, and satisfaction.
- Effectively communicate the scope of work for all hourly clients.
- Work in a team and communicate effectively.
- Escalate service or project issues that cannot be completed within agreed service levels.
- Develop in-depth knowledge of the service catalog and how it relates to customer's needs.
- Document internal processes and procedures related to duties and responsibilities.
- Responsible for entering time and expenses in ConnectWise as it occurs.
- Adheres to Entech's HIPAA and information security policies.
- All other duties as assigned.
Required Technical Skills
- Intermediate proficiency in and ability to troubleshoot:
- Windows 10 and 11 Operating Systems
- Workstation and Server Hardware
- Printer and Multi-function devices and technologies
- Standard Windows Applications.
- Microsoft Office Suite
- Email and Mobile Device connectivity
- Basic proficiency in and the ability to troubleshoot:
- Mac OS troubleshooting
- IPv4 and IPv6 technologies
- LAN/WAN connectivity issues
- Hyper-V, vSphere, Citrix, SQL, and Terminal Services
- Active Directory
- Windows Server2008- 2022
- VPN connectivity troubleshooting and configuration (Cisco, SonicWall, OpenVPN, IPSec)
- Microsoft 365 and Microsoft Azure
Education and Experience
- High School Diploma or GED (Two years college or equivalent work experience preferred).
- One to two years working in a Technical Support/Service Desk environment preferred.
Certifications and Licenses
- CompTIA A+ or Equivalent
- CompTIA Network+ or Equivalent preferred
RequirementsBenefits: Free Medical InsuranceAdditional Employer Paid Medical OptionsFully Vested 401(k) MatchFlexible Time Off (an unlimited amount of paid time off days)Free $10,000 Life Insurance PolicySix Paid Holidays - PLUS Black Friday!Flexible Schedule OptionsFun Employee Events - Yearly Culture Building EventsOptions available for dental, vision, accident, hospital, short term disability, long term disability, and additional life insurance. Entech is an Equal Opportunity Employer. Entech participates in E-verify for all employees. This position requires the passing of a level 2 background check as well as a pre-employment drug screening. A valid driver's license is required for this position.