Support Center Engineer IV Saratoga Springs, NY Posted: 3/27/2024
Job Description
Job ID#:
4033
Job Category:
Information Technology
Are you passionate about ensuring customers receive exceptional support and service? We're seeking a Support Center Engineer IV to join our client's team near Saratoga Springs, NY, dedicated to delivering top-notch experiences for our Managed Services clients. In this role, you'll play a crucial part in handling major outages, analyzing their root causes, implementing preventative measures, and enhancing monitoring systems to detect issues proactively. You'll be instrumental in guiding customers through their journey from initial onboarding to ongoing support, exceeding their expectations every step of the way. Additionally, as a technical expert, you'll provide high-level engineering support and serve as a knowledge escalation point for the team, while maintaining a professional and customer-centric approach in all interactions.
Responsibilities of the Support Center Engineer IV will include:
Manage incidents and problems during major outages, ensuring swift resolution and implementing preventive measures.
Oversee the customer journey experience from initial onboarding (Day 0) to ongoing support (Day 2).
Collaborate closely with customers onsite during onboarding and escalations, offering technical expertise and support as needed.
Serve as a technical knowledge escalation and subject matter expert for the team, resolving high-level escalated tickets efficiently.
Facilitate the onboarding process for new customers, ensuring technical requirements and documentation are completed accurately.
Provide ongoing support to new customers during their first 90 days after going live, addressing any technical issues, and bridging the gap between onboarding and ongoing support turnover.
Develop technical training programs and mentor the team to ensure adherence to best practices in Managed Services and Support Center operations.
Contribute to the smooth execution of customer onboarding processes and solve technically complex or high-profile customer issues.
Assist in the implementation of automation and efficiency practices for Managed Services.
Act as an on-call technical escalation point and oversee tool development to enhance support capabilities.
Manage the customer experience feedback loop and participate in solutioning technology for customers originating in the Support Center.
Work to establish and maintain technology best practices for managed services customers.
Job Requirements
Qualifications of the Support Center Engineer IV:
Bachelor's degree or higher in computer science or related field, or equivalent combination of education and work experience.
MCSE/MCITP certificate or equivalent knowledge preferred.
Minimum 8 years of IT engineering experience and Windows Administration, with expertise in enterprise infrastructure solution development.
Familiarity with physical computer, networking, storage, and data center concepts.
Strong working experience in networking, WAN/LAN topology, workstation/server/printers setup, VMWare/Hyper-V virtual networks, and Microsoft product portfolio.
Proficient troubleshooting skills
Multitasking ability
Excellent written and verbal communication skills
Pay for this position is commensurate with experience and education, ranging roughly from $80,000 - $90,000, DOE.
To see a full listing of all our open positions, please visit: https://www.redshiftrecruiting.com/jobs-hiring-near-me
redShift Recruiting is the region's premier recruiting agency with over 100 years of combined experience in the recruiting field. We specialize in permanent, temporary, and temp-to-hire positions. Our superior service combined with our highly qualified and carefully selected bank of candidates sets us apart.
