Customer Success Engineer

Job Description

TITLE:

Customer Success Engineer DEPARTMENT:
Information Technology

REPORTS TO:

IT Customer Success Manager STATUS:
Regular, full-time; non-exempt

The Customer Success Engineer supports the company’s IT department by troubleshooting and resolving all Tier 1 and Tier 2 IT support requests assigned to the CST (Customer Success Team) by the EMSD (Engle Martin Service Desk) ticketing system. The Customer Success Engineer must be aware of any consistent, repetitive issues that may require more investigation, escalation, and/or permanent solutions. In general, the incumbent must possess intermediate knowledge to troubleshoot basic to advanced hardware and software problems and must also possess the ability to convey complex technical concepts in a non-technical, user-friendly way.

• Offers technical support to both internal and external Team Members through existing phone and email systems to solve Tier 1 and Tier 2 technical problems.
• Presents complex technical information and solutions to non-technical audiences.
• Resolves assigned support incidents and tasks within the established SLA parameters.
• Creates, maintains, and terminates user accounts such as Active Director, , Office
  365, AT&T, GFI, CRM, MAS, and Xactimate.
• Ensures auditing requirements are being followed for user access.
• Possesses intermediate understanding of networking principles to troubleshoot and resolve network connectivity issues such as printing/scanning, LAN, WAN, wireless, VPN, and Remote Desktop issues.
• Configures and ships equipment for new users and/or users due for an upgrade.
• Removes and backs up local data as well as ensuring equipment is returned or reassigned from terminated users.
• Maintains the Netsuite asset tracking system; ensures enough IT inventory is maintained to support the company.
• Keeps all laptops and desktops current with the Sophos Anti-Virus Administration Kit including running weekly virus database updates and scans.
• Basic administrative duties including but not limited to supplying proper documentation and/or user guides for applications, answering the helpdesk phone line, answering the IT door, receiving parcels and shipping IT inventory, maintaining various organizational spreadsheets, and general support.
• Assists with training Associate Customer Success Engineer(s) with functions that are more complex.
• Collaborate with Systems Engineer and Network Administrator on additional special projects.
• Provides emergency support during the accepted on-call schedule during weekends and weekdays.
• On occasion, participation may be required in the design, testing, and implementation of new or redesigned applications and/or processes which may require working after normal support hours.
• Maintains working knowledge of hardware/equipment including HP laptops and desktops, Planar monitors, HP docking stations, Olympus digital recorders and transcription pedals, HP printers and scanners, Lanier Scanner/Copier/Printer, Sharp Scanner/Copier/Printer, Polycom VOIP phones, Pitney Bowes postage machines, and various projectors.
• Also maintains a basic knowledge of Apple, Android, Windows, and Blackberry mobile operating systems for VPN on mobile devices.
• Working knowledge of software/applications including Windows 11, Internet Explorer, Microsoft Office, Foxit, Microsoft Office
  365, Microsoft CRM, Xactimate, Riskmaster, VPN Clients, Sophos Anti-Virus, eFax, and internal applications such as Digital Dictation, Photo Report Application, and DTE.
• Establishes and maintains positive working relationships with other members of the organization across departments, divisions, and locations.
• Maintains the confidentiality of proprietary and sensitive information, exercising sound judgment and discretion in any disclosure of information related to EM and its endeavors.
• Upholds the values of Engle Martin and Our Foundation.

• 4-5 years of recent help desk experience
• 4-5 years of PC Hardware, Windows 10, and Window 11 experience preferred

• Thorough skill set in Microsoft Office Suite (including but not limited to Word, Excel,…