Support Engineer I - Hybrid Saint John, NB Canada

Support Engineer I

Location : NameSaint John Office


Overview

Synoptek

We think globally, act locally. As a Managed Services Provider Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum are seeking to add talent to our team. Synoptek is a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support.

Responsibilities

Support Engineer I

The Support Engineer I provides the first line defense for Synoptek clients. The role of a Support Engineer is to:

• Actively listen to, and engaging with, clients
• Troubleshoot and manage Tier 1 client incidents, including issues with these programs:
  • Windows & Mac Operating Systems
  • Microsoft Office Suite
  • troubleshooting remote access issues
  • MS terminal services, Citrix XenApp clients
• Successful and timely completion of customer support requests, with outstanding customer service.
  • The success of this role is measured on timely completion of tickets, whether a resolution was met, customer satisfaction (CSAT scores) and ticket utilization. Each metric set forth by the direct manager.
• Learn, Achieve & Grow! With time and dedication, there are opportunities to elevate your skillset into more advanced issues, including: backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and/or team leadership and training.

Qualifications

Minimum Qualifications

• Bachelor's degree or equivalent experience
• Have one of the following or be able to obtain within 6 months of employment: MCP, A+, Security+, Network+
• 1+ years of technical experience
• 1 years of Project/Client Engagement and Customer Facing
• Ability to provide basic end user support in an enterprise environment

Preferred Qualifications

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

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration 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 and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.