The Senior Support Engineer is an exciting position that entails the handling of critical client service needs and implementing technical solutions to support both clients and internal staff. These duties would revolve around our core services including Internet access, hosting services, Managed Services, Private Cloud, and Hosted PBX. The role involves working as part of a tight-knit team, constantly learning, helping grow our business and customer loyalty, and always striving for superior customer service in all phases of the position.
Troubleshoot and resolve technical issues for clients and users.
Remote or onsite support of Managed Services, VoIP, Cloud, and other services.
Install, configure, and maintain client desktops, network services, equipment, and devices.
Assist in onsite installations of end client workstations, Managed Services applications, and Hosted PBX devices.
Perform onsite deployments of Managed Services and Hosted PBX as needed.
Maintain a comprehensive understanding of Managed Services features and capabilities.
Hold tickets in the highest regard by documenting all work performed and providing details of next steps in the resolution process.
Make educated decisions on next step escalations to network engineers or system administrators.
Promote and suggest TLS.NET services and products at every opportunity.
Follow technical and ethical standards, policies, and procedures.
Background in remote troubleshooting of server infrastructure and/or other technology areas.
Networking knowledge of managed switches, routers, hubs, servers, cables, racks, firewalls, LAN, WAN, TCP/IP, DNS, UDP, latency, VoIP, and QoS.
Strong analytical abilities and professional office experience needed.
Call center, Help Desk, or Customer Service training is a plus.
Excellent communication skills including the ability to communicate effectively with various levels of leadership concerning all levels of a client’s environment.
All regular full-time employees receive the following benefits: