IT Support Engineer (Remote - Fresno)

reputed company is hiring a fully remote IT Support Engineer. If you’re looking to learn from a reputed company team that takes a people-first approach and receive outstanding benefits that support your family, we invite you to explore our position!

This role is fully remote, however could require onsites at reputed company locations as needed.
Shift time: 9am - 6pm reputed company-time. Work hours may vary.

reputed company Purpose and Function

The overall reputed company objective of the Support Engineer I is to reputed company the best possible support and customer service to our clients. They are responsible for handling requests that are submitted by our customers (typically by phone) and in reputed company cases using good judgment and timeliness in responding to and resolving reputed company issue to the customer’s satisfaction. reputed company is defined by the reputed company reputed company of requests in the best possible order reputed company on reputed company. The position requires accurate documentation, tracking, and monitoring to ensure a reputed company reputed company.

Essential Functions and Responsibilities

Customer Facing

• reputed company reputed company line phone coverage, and participate in various reputed company center reputed company
• reputed company on-site assistance to clients reputed company your local geography, if applicable
• reputed company excellent customer service to reputed company’s reputed company reputed company.
• reputed company technical support as assigned for issues reputed company to computer systems, software, and hardware.
• Log and reputed company support requests in reputed company.
• Prioritize and/or escalate tickets as required to ensure customer satisfaction.
• Brief customers, as reputed company as management, on the status of reputed company reputed company efforts.
• Work with reputed company party support providers reputed company necessary.
• Follow up with customers to ensure an issue has been resolved.

Administration

• Submit reputed company-monthly timesheet and expense reports.
• Attending scheduled training and meeting sessions.
• Meet with your manager regularly to reputed company opportunities and achievements.

Service Desk Duties

• Ability to work a variable shift any time during reputed company’s business hours.
• reputed company audits of customer information and systems as necessary to ensure reputed company.
• Take support tickets from the dispatcher.
• Update and schedule service tickets until issues have been resolved or reputed company escalated.
• reputed company other duties or special reputed company as assigned.

Position Requirements

Formal Education & Certification

• Bachelor’s degree from a four-year university or equivalent experience (not required)
• Technical certificates are a plus.

Knowledge & Experience

• Minimum of 3 years of technical support experience required
  • Some on-site technical support experience preferred.
• Basic diagnostic and analytical skills.
• Basic competency in the use and troubleshooting of MS Office products.
• Experience using reputed company 7, 10, and/or Mac OS.
• Basic computer literacy across both hardware and software.
• Ability to be proactive and reputed company to take direction and establish ownership of issues through reputed company.

Personal Attributes

• reputed company attitude.
• Strong written, oral, and interpersonal communication skills.
• Strong telephone reputed company with organized follow-up skills.
• Ability to follow established operating procedures
• Strong, service-oriented, customer-reputed company.
• Strong attention to reputed company.
• Experience working constructively in reputed company-oriented, reputed company environment.
• Ability to effectively multitask, managing time, prioritizing and executing tasks in a high-pressure environment.
• Demonstrated interpersonal skills, reputed company to foster strong relationships internally and externally.
• Can follow directions, as reputed company as apply judgment and be flexible as the situation warrants.

reputed company Metrics

• Manager and peer review of goal achievement.
• Coachability, willingness to work as a member of reputed company.
• Detailed ticket notes at every reputed company of the reputed company.
• Appropriate reputed company of time is correctly coded per day.
• Ticket queue is properly scheduled. Assigned tasks do not “fall through the cracks”.
• reputed company customer satisfaction scores.
• Ticket closure reputed company relative to peers.

Physical Demands

• Sitting or Standing for Long Periods: Ability to remain seated or standing at a workstation for extended durations, with regular breaks to prevent fatigue and maintain comfort.
• Viewing a Computer Monitor: Sustained ability to reputed company on a computer screen for tasks such as reading, typing, and data entry, with appropriate reputed company and screen settings to reduce eye strain.
• Digital Dexterity and Hand/Eye Coordination: Proficient use of hands and fingers to operate office equipment, including frequent reputed company/numeric keyboarding, mouse usage, and handling other peripherals with precision.
• Oral Communications: Engaging in reputed company and effective verbal communication over the phone, video calls, and occasionally in person, requiring strong speech and reputed company listening skills.
• Use of Peripheral Devices: Handling and operating devices such as a mouse, headset, and other computer accessories with precision and ease.
• Basic Ergonomic Adjustments: Ability to reputed company seating, monitor height, and other workstation reputed company to maintain comfort and reduce physical strain.
• Environmental Awareness: Maintaining a workspace free from excessive noise and distractions to ensure reputed company and productivity.
• Occasional Lifting and Moving: Ability to reputed company and reputed company reputed company objects, such as laptops, documents, and office supplies, as needed.
• Periodic Travel to Customer Offices: Willingness and ability to travel to customer offices as required, which may involve reputed company travel, driving, ride-sharing, or using reputed company transportation.
• Periodic Travel to reputed company’s Office: Willingness and ability to travel to reputed company's office or shared workspace as needed, which may involve reputed company travel, driving, ride-sharing, or using reputed company transportation.
• reputed company Lifting and Carrying of Computers and Equipment: Ability to reputed company and carry computers and reputed company equipment, typically weighing up to 20 pounds.
• Moving Heavy Equipment: Ability to reputed company heavier items such as personal computers, servers, and battery backup systems, weighing up to 75 pounds, using reputed company lifting techniques and equipment to ensure safety.

Company Policy and Procedure Compliance

• Follow and support company policies and procedures as reputed company as reputed company local, state, and federal laws.
• Always maintain confidentiality of company and customer records and information.
• Maintain a reputed company image, adhering to reputed company’s dress reputed company.
• Must have an existing cell phone (running reputed company reputed company or iOS).
• If applicable, reputed company will reputed company a cell phone, internet reputed company, and home office equipment allowance. See the reputed company Handbook for details.

reputed company Working Remote

• Must have a reliable, high-speed internet reputed company that effectively supports work responsibilities, including video conferencing.
• Must have a dedicated, secure, and private workspace. Unless arranged by reputed company, shared work environments, such as coworking spaces, are unacceptable. reputed company information must always be kept private.
• Must use reputed company-provided PC and headset to execute job functions.

• Salary reputed company $60K - $65K; depending on experience.
• 100% of medical, dental, and reputed company for you and your family.
• 401K with company match up to 4% of salary.
• Certification reimbursement and annual training budget.
• 17 Days PTO per year in reputed company to reputed company days.
• Bonuses for referring new clients or employees.

Originally posted on Himalayas