The Systems Support Engineer I is primarily responsible for working on a team at the Service Desk. This position will handle technical support requests directly from customers as well as escalation from other team members and field engineers. Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective maintenance, problem identification and resolution activities, as well as growing and developing the organization's perception with existing customers through exceptional customer service.
Primary Position Tasks:
Email Administration with basic level of user management including configuring new accounts, password resets, and troubleshooting user login, profile and permission issues
Maintaining standards and documentation on an ongoing basis as products and technologies evolve
Accept customer calls, alerts and escalations from the Level 1 operations team within specified timeframes.
Act as the point of contact for customer incidents reported by telephone, email and remote monitoring tools ensuring all processes and agreed upon standards are followed.
This includes performing system analysis techniques to consult with end users and determining the hardware and software system functional specifications.
Consistently meet/exceed customer account needs; identify opportunities to enhance delivery of company service and support goals.
Engage in IT certification programs to develop subject matter expertise
Work independently with a focused direction while adding value and contributing to overall team performance.
Maintain accuracy of all reports/audits and client documentation based on Red River and customer defined system specifications. Ensure log entries to the ticketing system are accurate, concise and timely to meet the SLAs (service-level agreement).
Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates.
Exercise sound judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional escalation
Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership.
Keep current on new releases, updates and changes to Customer Run Book content
Continually pursue on-going training and development opportunities to advance skill sets and, in turn, ability to effectively deliver to customers.
Maintain clear understanding of the interdependencies that problem, change, and configuration managements processes have on good incidents management practices.
Act as a mentor to Level 1 Customer Service Representatives.
Responsibilities aligned with managing area of your team tier alignment
Provide after hours on call support as required
Other business duties as assigned
Knowledge, Skills and Abilities:
Basic knowledge of Backup Solutions
Basic knowledge of troubleshooting Remote Desktop Services and VPN
Basic understanding of core network components
Basic virtualization Administration and architecture knowledge such as rebooting virtual machines, allocating necessary resources, and maintaining the hypervisor
Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes.
This position requires dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service.
Proven ability to utilize CRM data, product documentation and other resources to research and resolve client technical issues.
IT hardware/software knowledge with previous work experience in Windows and Unix/Linux-based environments
Strong understanding of hardware and software compatibility (i.e., rev. levels, firmware, versions, etc.), installation, and configuration
Strong working knowledge of servers (physical and virtual), enterprise backup applications, SAN and network infrastructure
Strong consulting and communication skills
Confidence and experience in front of clients
Strong ability to work in a team-based environment
Ability to be a self-starter and possess good time management skills
Candidates for the job should possess excellent organizational skills as well as the ability to efficiently multi-task. Ideal candidates have a strong focus on day-to-day operational excellence, and a personal style that builds trust, and inspires loyalty. The candidate should be motivated, proactive, be able to learn and adapt quickly.
Established in 1995, Red River delivers information technology solutions to a worldwide military and civilian customer base and the New England enterprise market including healthcare, financial services and education customers. Red River is ranked the 5th fastest growing company in NH by Business NH Magazine and has demonstrated consistent year over year revenue and employee growth since its inception. With corporate offices in Claremont, NH, Red River has satellite offices in Virginia, Texas and California.
Red River is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veteran status.
Red River offers a competitive salary, excellent benefits and an exceptional work environment. If you are ready to join a growing company, please submit your resume and cover letter (required).