Technical Support Engineer

Position Summary

Reports To: Service Delivery Manager

Position Status: Full-Time, Exempt

Fair Labor Standards Act Status: Exempt

Wage Basis: Annual base wage

Work Schedule: 40 hours/week or as needed, potential for After-Hours/On-Call hours

Position Location: Virtual Home Office, Client Sites

Travel: Occasional

Position Overview

enPower Technology Solutions (“enPower”) Technical Support Engineers are rooted in customer service. The primary responsibility of enPower Technical Support Engineers is assisting clients through our Tech Support desk with basic IT troubleshooting and account administration. In addition to operating our Tech Support desk via phone, email, chat and ticketing system, Technical Support Engineers also perform regular maintenance on internal and client systems, support the roll-out of new applications/updates, review/revise/update internal processes and documentation, and assist with project work as needed.

Essential Duties and Responsibilities

• Achieve and maintain a full understanding of enPower’s technology solutions and service offerings.
• Achieve and maintain a working knowledge of current technology and technology standards.
• Operate Tech Support Desk. While operating the Tech Support Desk, Technical Support Engineers:
  • Monitor and address client issues submitted via Tech Support email, phone, chat, and ticketing systems.
  • Assist clients remotely with technical issues.
    • Troubleshoot technical issues utilizing remote tools.
    • Talk clients through a series of actions to resolve technical issues.
    • Work with vendors as needed to resolve technical issues.
    • Install and configure software/updates as needed.
  • Provide regular updates to clients on technical issues requiring longer-term solutions/monitoring.
  • Escalate technical issues as appropriate and/or schedule for onsite remediation.
  • Update ticketing system as necessary and maintain accurate notes/documentation pertaining to all technical issues.
  • Develop step-by-step technical help, both written and verbal.
• Assist with new application rollouts and upgrades.
• Follow established processes and procedures; Review/revise/update and/or create processes and procedures as requested or needed.
• Coordinate and work with others on the enPower technical team to resolve technical issues and ensure full coverage of the Tech Support desk.
• Utilize enPower ticketing/tracking systems to document client information, project/service requests, sales opportunities and to otherwise facilitate internal workflows.
• Assist with project work as requested.
• Dispatch to client sites to remediate technical issues, install equipment and/or perform maintenance as needed.
• Follow relevant technology resources in order to stay apprised of industry trends, threats, protocols, and updates.
• Cover After-Hours support on a rotating basis.
• Participate in regular team meetings and activities.
• Participate in enPower’s Continuing Education Program in a manner benefiting the position.
• Participate and contribute to enPower’s team, community, and philanthropic activities.
• Participate and contribute to educational and other endeavors tying to enPower’s purpose: Building Engaged Communities.
• Perform other duties as assigned.

Minimum Job Knowledge, Skills, Abilities and/or Certifications Required

• 1-2 year minimum of basic technical support experience, preferably in a helpdesk environment.
• Proficient in the use of online and remote-connecting software, ticketing systems, backup and recovery systems, basic network systems, and Microsoft products.
• Excellent verbal and interpersonal skills.
• Excellent problem-solving skills.
• Exceptional organizational and time management skills.
• High level of attention to detail.
• Ability to handle multiple priorities with proven efficiencies.
• Ability to work independently and/or with limited supervision.
• Ability to work as part of a team.
• In-depth understanding and knowledge of technology/industry trends.
• Understanding of and experience working with multiple hardware and software platforms and vendors a plus.

Other Requirements

Core Values and Principles

All enPower employees are expected to uphold enPower’s Vision and Core Values, to perform tasks with integrity and honesty, to serve Clients and others by working to improve upon ideas and offerings, to take initiative in personal and company growth and to lead by example.

Working Conditions

• Must have ability to work in a virtual office setting.
• Must have reliable Internet and cell service.
• Must have reliable transportation and proof of valid auto liability insurance.
• Must possess a valid Michigan driver’s license.
• Must successfully complete a criminal background check.

Working Conditions

Environment

enPower is based on a virtual office model. This means that generally work is performed from the employee’s home office, with environmental conditions set to individual preference. A large portion of a Technical Support Engineer’s work is conducted at a computer or telephone, with extended periods of sitting or standing. The nature of this work is that it has frequent interruptions, contact with the public and clients, performance of repetitive tasks and requires strong communication abilities. Occasional travel is required with the potential of working beyond normal business hours.

Physical Demands

This position requires the ability to sit or stand up to 7.5 hours or more at a time and sufficient auditory and visual acuity such as needed to interact with others in person, via telephone, computer, or web meeting. In addition, this position will travel occasionally and the person in this position may need to transport/install equipment weighing in excess of 30 pounds, with assistance as needed.

Benefits

Benefits for this position include:

• Unlimited paid time off.
• Paid holidays.
• Monthly cell phone stipend.
• Monthly internet stipend.
• Basic technology equipment necessary to perform required duties.

The above is intended to outline the general functions, objectives and responsibilities of this position. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Additionally, this position may evolve as enPower evolves to include or remove duties as applicable.

enPower Technology Solutions is an equal opportunity employer.