Technical Support Engineer (field dispatch)

ABOUT US:

3C Technology Solutions prides itself on being an unbiased technology advisor to our clients. Founded in a garage in 2009, we have grown to over 45 employees servicing 500+ clients around the state of Ohio.

Our employees are the most important resource in our service commitment to our customers. By applying the principles of trust, honesty, competence, integrity, and commitment, we care for and maximize talent to the benefit of each individual and the company. We foster a work environment where diversity is valued, quality of life is enhanced, and individual aspirations are fulfilled.

BENEFITS:

• 4 Day - 36 Hour Flex+ work schedule
• Hybrid work environment
• Health, Dental, Vision Insurance
• 401(k) with profit sharing

Successful completion of a pre-employment substance screening and clean driving record is required.

OVERVIEW:

The Technical Support Engineer (Tier 1) field dispatch is the "face of the company" as the primary representative interfacing directly with the clients onsite. You will be responsible for responding to client calls and emails providing technical support with hardware and software issues. Support includes a variety of responsibilities such as: identifying, researching, documenting, building solutions and solution implementation. The primary focus of this position is to resolve a variety of technical issues for workstations, servers, phones, networks, and databases. You will be part of a team delivering prompt, professional, and high-quality technical assistance.

GENERAL RESPONSIBILITES:

• Primary engineer to be dispatched to client sites for all Tier 1 support issues
• Ensures that incoming inquiries are initially responded to within contract Service Level Agreements (SLA)
• Serves as the primary point of contact between the customer and internal team and ensures pertinent information for the resolution of tickets are communicated to appropriate parties within an acceptable period of time.
• Troubleshoot and upgrade sequel databases
• Communicate expectations, status, and progress of assigned tasks and requests
• Real-time tracking of work performed in company ticketing system
• Physically install workstations, network equipment, servers, phones, monitors, mounts, and other IT equipment
• Prepare out-of-service IT hardware for disposal
• Write training manuals, train computer users, provide advice and demonstrate use of software and hardware to end-users
• Prepare and update technical documentation upon request
• Perform field and remote service calls as assigned

REQUIREMENTS:

• Advanced computer and operating system knowledge. Computing environments include Windows and Macintosh operating systems. Server environments include Windows and Linux
• Basic networking skills
• Interpersonal skills: customer care and telephone skills, good communication skills
• Good written communication skills to ensure timely and accurate service documentation
• Ability to prioritize, organize work; and quickly adapt to changes
• Self-motivated with the ability to work independently
• Capable of working and communicating effectively in a team
• Technical awareness: ability to match resources to technical issues appropriately
• Awareness of all company IT services for which support is provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Some lifting and physical installation may be required

EXPERIENCE:

• Two years of experience in the role of an IT Specialist and/or Help Desk Technician
• Experience in administration and deployment of Microsoft Exchange
• Experience with ConnectWise software or similar ticketing systems preferred
• Experience with VSS and Windows Server preferred
• Experience with RMM or MSP tools preferred