Support Engineer (Business Development) Full Time

Job Details

          Industry:                                Business Development

          Role:                                      Support Engineer

          Available Positions:             3

          Work Hours:                         Day Shift (First Shift)

          Employment Type:             Full-time/Permanent

          Location:                               Salt Lake City, USA

          Gender Preference:            None

          Required Education:           Bachelor’s Degree

          Experience Level:                Experienced Professional

          Required Experience:         At least 2 years

          Application Deadline:         January 9, 2024

          Job Posting Date:                November 14, 2024

Key Responsibilities

• Prompt Support: Quickly respond to support requests from users. We ensure that everyone gets the help they need through phone, email, or face-to-face meetings.
• Solve Technical Issues: Handle any problems with desktops, laptops, and connected devices. Our goal is to fix issues fast to keep everything running smoothly.
• Software and System Maintenance: Set up and keep operating systems and applications running properly, making sure everything meets our company standards.
• Setup New Technology: Help get new equipment and software ready for use. We take care of everything from setting up the systems to making sure they work well with our existing technology.
• Track IT Equipment: Keep an accurate record of all our IT assets, including both hardware and software. This helps us manage resources effectively and ensures we always know what we have.
• Upgrade and Secure Systems: Work with other IT teams to update software and enhance security. Together, we make sure our systems are up-to-date and protected against threats.
• Document and Share Knowledge: Write down how we solve technical problems and keep these records for future use. This makes it easier to fix similar issues later and helps everyone learn more about our systems.
• Train Users: Teach users how to make the most of their software and follow best practices. Sharing knowledge helps everyone work more efficiently and confidently.
• Focus on Customer Service: Even when we’re handling many requests at once, we never forget that our main job is to help users. We always strive to provide excellent service and solve problems efficiently.

Customer Service and User Empowerment

In this role, one of the most important responsibilities is providing exceptional customer service. As a key member of the IT team, you will be the first point of contact for users who need help with technical issues (Support Engineer). You will be tasked with offering timely, effective support through various channels, including phone, email, and face-to-face interactions. Whether it’s troubleshooting an issue with a desktop, laptop, or software, your goal will be to resolve problems quickly while ensuring users are satisfied with the support they receive.

Training users on how to effectively use software, follow best practices, and resolve basic issues independently is a significant aspect of your role as a Support Engineer. By doing so, you will empower users to be more self-sufficient, which not only increases their productivity but also reduces the overall number of support requests. You’ll provide clear, easy-to-understand instructions and guidance, helping users become more confident in their technical abilities.

Even during peak periods when the number of support requests increases, maintaining a customer-centric approach will be key. You’ll need to prioritize effectively, address user needs with professionalism, and ensure every interaction is handled with care as a Support Engineer. It’s important that users feel supported, valued, and heard, regardless of the urgency of their issue. Positive, friendly, and efficient communication will ensure that users are not only satisfied with the resolution but also with the overall experience.

Moreover, by consistently delivering excellent service, you’ll contribute to a culture of user empowerment as a Support Engineer. You’ll help build a work environment where users feel comfortable and capable, knowing that they can rely on you for both immediate solutions and ongoing support. In this role, you won’t just be fixing problems—you’ll be enabling users to make the most of their technology and work more effectively.