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Support Engineer I

3 months ago

Saint John New Brunswick EE, New Brunswick, Canada CB Canada Full time

Support Engineer I

Location: Name Saint John Office

Overview

Synoptek is a Managed Services Provider that offers world-class strategic IT leadership and hyper-efficient IT operational support. We are dedicated to enabling our global client-base to grow and transform their businesses. With our continuous growth, we are looking to add talented individuals to our team. At Synoptek, we are committed to the success and growth of our employees and the businesses we support.

Responsibilities

The Support Engineer I serves as the first line of defense for Synoptek clients. Key responsibilities include:

  1. Actively listening to and engaging with clients.
  2. Troubleshooting and managing Tier 1 client incidents, including issues with:

Programs:

  • Windows & Mac Operating Systems
  • Microsoft Office Suite
  • Troubleshooting remote access issues
  • MS terminal services, Citrix XenApp clients

Ensuring the successful and timely completion of customer support requests with outstanding customer service. Performance in this role is evaluated based on the timely completion of tickets, resolution outcomes, customer satisfaction (CSAT scores), and ticket utilization, as defined by the direct manager.

Learn, Achieve & Grow

With dedication and time, there are opportunities to enhance your skillset and tackle more advanced issues such as backup remediation, root cause analysis for infrastructure-related outages, deploying patches, remediating alerts related to patches, and potentially taking on team leadership and training roles.

Qualifications

Minimum Qualifications

  • Bachelor's degree or equivalent experience
  • One of the following certifications or ability to obtain within 6 months of employment:

MCP, A+, Security+, Network+

  • 1+ years of technical experience
  • 1 year of Project/Client Engagement and Customer Facing experience
  • Ability to provide basic end user support in an enterprise environment

Preferred Qualifications

  • Proficient written, verbal, and presentation communication skills
  • Experience in customer service
  • Experience in mentoring
  • Innovative and analytical problem-solving skills

We are proud to be an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law. We are committed to providing equal opportunities and making employment decisions based on job-related factors.

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