Support Engineer 3 - Remote - Night Shift - Immediate joiners

Role & responsibilities

• Anticipate and/or escalate issues proactively to ensure quick response/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 documents 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 Synopteks 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 timeline
• 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 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