Support Engineer III

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, we are seeking to add talent to our team. When you partner with Synoptek, you engage with an ever growing, ever evolving IT organization that provides a high‑caliber team, results growth, and clarity.

Support Engineer III

This is an amazing opportunity to work within one of the fastest growing Managed Services Providers. We are 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. We foster a fun and connected environment with employee benefits extending beyond general compensation and into company sponsored events and an invested culture of learning.

The Support Engineer III is responsible for supporting our client’s infrastructure (server & network). The Support Engineer III will also receive escalations from both Support Engineer I and IIs and act as a technical mentor to them. Every Engineer is measured on completed tickets, resolution met, CSAT (customer satisfaction) and ticket utilisation set forth by their direct manager.

Duties and Responsibilities

• Anticipate and/or proactively elevate issues to ensure quick resolution times.
• Acquire and maintain knowledge of current support policies and methods of support delivery to provide accurate solutions to customers.
• Adhere to ticketing processes and document issues appropriately and in a timely fashion.
• Demonstrate understanding of ITSM and monitoring capabilities and how to increase efficiency using these tools.
• Focus on proactive tasks as they are the foundation for increased system performance and reduced reactive tasks.
• Demonstrate advanced knowledge of ITSM & RMM functions and ITIL concepts.
• Retrieve passwords from password tool.
• Ensure compliance with Synoptek’s document security standards and policies.
• Remain quality conscious via phone and email with both technical and non‑technical customers.
• Write formal/informal documents/presentations based on a structured outline, conveying a point of view to the work team.
• Manage audience expectations by specifying actions and their expected timelines.
• Ensure compliance with the company’s code of business ethics, standards, and policies.
• Use advanced analytics including backup remediation, root cause analysis for infrastructure related outages, deploying patches and remediating alerts related to patches and more.
• Evaluate the issue to determine the problem and identify the source and possible solutions using critical thinking skills.
• Draw connections between various aspects of a problem, and propose viable solutions that have been tested.
• Navigate between the amount of time spent on a ticket determining the plan of action and escalating the issue to provide excellent customer service.
• After solving an issue, review the troubleshooting to achieve more efficiency in the future.
• Use and contribute to resources such as the Knowledgebase in the Synoptek portal to aid in issue resolution and increase efficiency.
• Participate in the systems on‑call rotation.
• This job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice.

• Bachelor’s degree in a related field from an accredited college or university.
• In lieu of an undergraduate degree, the ratio is 1:1 – one year of college equals one year of work experience and vice versa.
• Microsoft role‑based certification, A+, Security+, Network+, ITIL Foundation certification or the ability to obtain within 6 months of employment.

• Customarily has at least 2 years of customer facing project management or client engagement experience.
• Customarily has at least 2 years of technical experience.
• Experience troubleshooting issues with Windows & Mac…