On-Site Support Engineer I SF Bay Area
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Job Location:
Redwood City, CA - USA
Yearly Salary:
$ 67238 - 100858
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
General Description
Reporting to the Director ofEngineeringand working closely with the Service Desk Manager theOn-SiteSupportEngineerItroubleshootssoftware and hardware problemsfor our customers while taking full ownership of the problem until it is resolved. This work is doneprimarilyin-personin theSan Francisco Bay Area butmayat times occurremotelyas withexcellent customer service skills andagood graspofdifferentIT solutions the role requiressolidtroubleshooting and problem-solving skills in addition tosoundjudgment which isapplied successfully to resolve basic technical issues experienced by end users sometimesin unfamiliar systems. TheOn-SiteSupportEngineerIcoordinateswith cross-functional teams to drive successful project outcomesupholdsour commitment to delivering high-quality managed services andprovides first-classreactive technical services workthat consistently delights our customers.
On-Site and Remote Support
Provideprimarilyon-siteandoccasionalremotetechnical support for hardware software and networking issues ensuring minimal disruption to teaching learning and administrative functions
Respond promptly to service requests and ticketsproficientlysolving requests andtroubleshooting issues related to:
Windows and macOSworkstations
Printers projectors and classroom technologysuch as smartboards and Apple TVs
Networkconnectivity on end user devices
Administrative software platforms such as Google Workspace and Microsoft 365
Mobile Device Managementtoolssuch asMosyle
VoIP telephonesandnetwork connectedcameras
Configure troubleshoot and manage repair of end user devices such as Chromebooks and Apple laptops as needed
Deploy setup andmaintaindevices and equipmentfor end users such as laptops iPadsor printersincluding 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 proactivelyidentifyand 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 thanyourunderstanding or whenyou areunable 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 resolvedescalatedor transferred
Keep meticulous time records incompanysConnectWise 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 San Francisco Bay 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: $67238- $100858per year*
How To Apply
Pleasesubmityour resumeandin lieu of a cover letter compose an answer to the following question (limit your response to no more than one page):
Youreon-site at a school when a teacher urgently asks for help because their projectorwontdisplay anything right before class starts. You have another high-priority ticket you werejust about towork on andyouvenever 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.
*Assumes Redwood City market. Geographic differentials will be applied to candidatesresidingin markets outside of KTs headquarters location.
Paid time off 401K match full medical insurance commuter benefits remote work arrangements and other benefits andperksare 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 needassistanceand/ora reasonableaccommodation due to a disability during the application or the recruiting process please send a request to. Include Last Name Firstname: Support Engineer I in the subject line.
Required Experience:
IC
Key Skills
- Data Center Experience
- Splunk
- System Security Plans
- Cybersecurity
- Computer Networking
- Nginx
- Root cause Analysis
- Windows
- Apache
- Visio
- SSO
- Troubleshooting
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
