Customer Success Engineer

TITLE:                                    Customer Success Engineer

DEPARTMENT:                  Information Technology

REPORTS TO:                      IT Customer Success Manager

STATUS:                               Regular, full-time; non-exempt 

SUMMARY OF JOB PURPOSE 

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.

PRIMARY JOB RESPONSIBILITIES

• 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, Box.com, Office365, 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 Office365, 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.

REQUIRED EDUCATION & EXPERIENCE

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

DESIRED KNOWLEDGE, SKILLS & ABILITIES

• Thorough skill set in Microsoft Office Suite (including but not limited to Word, Excel, PowerPoint, Outlook, and SharePoint)
• Keyboarding skills (including speed and accuracy)
• Effective written and verbal communication skills with the ability to clearly and succinctly articulate concepts and findings
• Basic mathematical skills
• Ability to operate standard office equipment
• Intermediate data extraction skills for analysis and reporting purposes
• Effective time management and organization skills
• Excellent customer service skills
• Detail-oriented, and the ability to research, investigate and problem solve
• Team-oriented work style
• Commitment to professional and personal growth and development
• Trustworthiness, integrity, and personal accountability and adherence to standards of ethical behavior and professional conduct

WORKING CONDITIONS 

Work is conducted primarily in an indoor office environment with protection from weather conditions and with exposure to noise typical of an office or administrative setting.

PHYSICAL ACTIVITIES AND REQUIREMENTS

Require to be on call from 6pm – 9pm EST on weekdays and 9am – 6pm on weekend. Lifting and carrying up to 30 lbs.; Frequent sitting, standing, walking, and bending; occasional kneeling, reaching, and stooping; handling office equipment; periodic driving may be required; visual acuity to prepare, read, and organize detailed hard copy and electronic documents; ability to speak and to hear the spoken word in normal face-to-face, web-based, and telephonic business communications. Willingness to accommodate occasional meetings and work activities that may be scheduled after normal daytime business hours.