On-Site Support Engineer I
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Job Location:
Philadelphia, PA - USA
Yearly Salary:
$ 65280 - 75920
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
General Description
Reporting to the Director of Engineering and working closely with the Service Desk Manager the On-Site Support Engineer I troubleshoots software and hardware problems for our customers while taking full ownership of the problem until it is resolved. This work is done primarily in-person in the northern part of Philadelphia Pennsylvania but may at times occur remotely as well. Along with excellent customer service skills and a good grasp of different IT solutions the role requires solid troubleshooting and problem-solving skills in addition to sound judgment which is applied successfully to resolve basic technical issues experienced by end users sometimes in unfamiliar systems. The On-Site Support Engineer I coordinates with cross-functional teams to drive successful project outcomes upholds our commitment to delivering high-quality managed services and provides first-class reactive technical services work that consistently delights our customers.
On-Site and Remote Support
- Provide primarily on-site and occasional remote technical support for hardware software and networking issues ensuring minimal disruption to teaching learning and administrative functions
- Respond promptly to service requests and tickets proficiently solving requests and troubleshooting issues related to:
- Windows and macOS workstations
- Printers projectors and classroom technology such as smartboards and Apple TVs
- Network connectivity on end user devices
- Administrative software platforms such as Google Workspace and Microsoft 365
- Mobile Device Management tools such as Mosyle
- VoIP telephones and network connected cameras
- Configure troubleshoot and manage repair of end user devices such as Chromebooks and Apple laptops as needed
- Deploy set up and maintain devices and equipment for end users such as laptops iPads or printers including bulk deployment during the summer
- Create and deactivate end user accounts in various systems as well as reset passwords if requested
- Configure and troubleshoot phones and VoIP systems as needed
- Maintain an organized and secure inventory of school IT assets
- Conduct regular system and device health checks while on-site to proactively identify and address potential issues
- Promptly record service requests in companys ticketing system when a request was made verbally
- Escalate issues to Engineer II for further resolution in cases where a problems scope is greater than your understanding or when you are unable to solve or document the solution path within 30 minutes of attempt
- Own and resolve assigned tickets to company standards; monitor customer satisfaction escalating when the resolution did not create a superior customer experience
- Own everything that happens to an assigned ticket until issue is resolved escalated or transferred
- Keep meticulous time records in companys ConnectWise ticketing system on all work completed
Document & Share
Analyze problems devise effective solutions and formulate resolution plan
Keep clients informed through the ticket at every step along the way: what has been done what are the results what are the next steps
Verify that the solution is still working and no further intervention is needed if warranted
Ensure tickets are documented completely tofacilitateclarity for problem discovery
Enter time and ticket data throughout each dayas work is completed
Follow documented processes accurately andassistin developing new documentation for frequent tasks
Keep an open line of communication withthe Service Desk Manager Director ofEngineering and Director of Project Management
Implement Projects
Execute customer project work as directed by the Service Desk Managerincollaboration with theDirector of Project Management
Manage and work closely with third party vendors and contractorsoccasionallyservingas their primary contact
Complete project documents as specified by theproject manager
Attendpre-project meetings andpost-project analyses and reviewsas needed
Interact with customers on-site and remotely planning and coordinating with themclosely for successful project delivery
Meet or beat planned timefor engineering workin each projects quote/scope
Keep active and contemporaneous records of time spenton each task from preparation through completion
Travellocally to customer sitesas neededand worksomeevenings weekends and holidaysoccasionallyfor minimal customer disruption
Qualifications
Experience
2-3years experience in a technical support or IT helpdesk role
2-3years experience troubleshooting various IT solutions such as Google WorkspaceMicrosoft365 and Windows/Mac operating systems
1-2years experience with configuration and operation of Mobile Device Management systems (JamfSchool/Pro Meraki Systems ManagerMosyle)
1-2years experience configuringsupportingandmaintainingcloud-based phone systems and VoIP devices (specifically Zoom)
Experience managing and working with third party vendors and contractors preferred
Experience overseeing the installation of security camera solutionssuch asVerkadapreferred
Experience insupporting users in educational environmentsstronglypreferred
Abilities and Attributes
Fluent intechnicaltroubleshooting andproblem solving
Basic understanding of networking concepts such as IP addressing DHCP and Wi-Fi troubleshooting
Familiarity and experience withVoIPby Zoom; security cameras byVerkada;projector mounting and configuration; switch cabling and cable troubleshooting; mass deployment of end user devices
Strong verbal and written communicator with a keen eye for detail and a commitment to high-quality work
Strong listening skills with curiosity to ask questions; action-oriented problem-solver able to deliver in a fast-paced environment using superior organizational skills to manage up and laterally juggle changing priorities and drive toward deadlines
Takes initiative to appropriately close open loops in service skills customer experience
Exceptional record of accounting for actions resultsSLAsand time in tickets
Ability to travelmultiple days a weekby caror other reliable transportationto customer sitesin the Philadelphia Pennsylvania area
Able to lift equipmentweighing up to25pounds
Certifications
CompTIA A (preferred)
CompTIA Network (preferred)
Classification and Compensation
Reports to Director of Engineering
Hourly full-time
Salary Range: $65280 - $75920 per year
How To Apply
Please submit your resume and in lieu of a cover letter compose an answer to the following question (limit your response to no more than one page):
- Youre on-site at a school when a teacher urgently asks for help because their projector wont display anything right before class starts. You have another high-priority ticket you were just about to work on and youve never worked with this specific projector model before. Walk us through exactly what you would do from the moment the teacher stops you until the problem is resolved or handed off.
No direct emails or phone calls please.
Paid time off 401K match full medical insurance commuter benefits remote work arrangements and other benefits and perks are part of this role.
KT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and ordinances. KT will only consider candidates with existing authorization to work in the USA. No sponsorship will be considered. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process please send a request to Include Last Name First name: Support Engineer I in the subject line.
Key Skills
About Company
Knowing Technologies Join the team that delivers impactful technology services to the classroom, boardroom, and server room. Our strategy driven partnerships create environments where technology is so well integrated, reliable, and readily available that it expands opportunities for e ... View more
