What are the responsibilities and job description for the Senior IT Help Desk & Project Engineer position at Biztek Solutions, Inc.?
About Biztek Solutions, Inc.
Biztek Solutions in specializes in helping businesses leverage technology to increase efficiency, reduce cyber risk and maintain compliance. In short, we fix computer problems fast and protect our clients from hackers and cyber criminals.
We are a no drama organization with a team of highly qualified professionals who love their job, love helping others and love to learn to enhance their skills and career. Our team is highly supportive and collaborative.
Our hybrid workforce is headquartered in Riverside, CA with some team members working in the office and others working remotely.
If you are looking to join an amazing company and team to further your knowledge and career in IT, apply to join the Biztek team!
Job Summary :
Senior engineers are responsible for creating emotionally driven experiences and relationships with our clients and team members each and every day. This position will consist of remote and onsite technical support for end users, as well as project implementation tasks related to professional services engagements. Senior engineers will actively listen to client and internal stakeholder problems and concerns in order to effectively remediate issues, as well as understand how to work within project scope, budget, and timeline. Understanding how to project confidence and comfort in stressful or complex situations with a client is essential. Senior engineers will escalate within and outside the team in order to ensure client service and experience is set to the highest levels. Responsible for acting as a technical escalation point and mentor for support staff, as well as ticketing management and system documentation creation is required.
Ideal Candidate :
Has experience working for another IT Company / MSP
Quickly and professionally address customer issues
Provide front-line technical support for customer Information Technology Systems
Architect, plan and strategize IT solutions and projects for business clients
Document steps to remediate issues in a detailed and professional manner
Work with support team, project team and management to ensure issues are processed quickly and effectively for the highest support levels
Provide friendly and positive support for clients over the phone and in person that exudes personal touch and professionalism
Ensure incidents and project tickets are filled out according to company standards
Required to participate in an after-hours on call rotation to provide support to emergency client issues
Time must be entered accurately to ensure the best service standards for our client and to ensure that billable utilization metrics are met
Perform complex configuration, and troubleshooting to software or equipment configurations, following design or installation specifications and best practice
Some training of clients / internal stakeholders in the proper use of hardware or software
Answer user inquiries regarding computer software or hardware operation to resolve problems
Implement hardware and software solutions as designated within complex project plans and deliverables
Refer major hardware or software problems or defective products to vendors or technicians for service
Provide mentorship and leadership for team members
Delegate tickets and tasks for the team as needed
Serve as an advanced problem solver with creative solutions and a focus on long-term stability
Document client solutions and changes in a professional and technical manner for other engineers and support personnel to use for understanding a solution or troubleshooting a problem in the future
Experience & Technical Requirements
Bachelor"s degree and / or five plus years related experience
MCSE, MSCA, A , Network , Security
Ticket System Autotask (preferred), ConnectWise, or other ticket system
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