L3 Support Engineer

Our L3 Service Desk Support team members find fixes, workarounds, and solutions by troubleshooting issues while providing exemplary customer service. The ideal person is a technically capable self-starter with strong organizational and customer service skills. While we are a hybrid workplace, this position can be 100% remote.

WHAT YOU WILL DO:

• Provide excellent customer service to every client
• Manage active requests within ticketing system
• Record, track, and document problem-solving process including actions taken through to the final resolution
• Analyze client issues and solve for root cause
• Repair and replace equipment as needed
• Provide support to end users
• Keep internal and external stakeholders up to date on active tickets
• Ensure client documentation is properly maintained and updated in a timely manner
• Participate in on-call rotation as a secondary resource

WHAT YOU WILL ENJOY:

• 100% Company-paid medical, dental, vision, life, and long-term disability insurance
• Retirement plan with employer matching 100% of contributions
• Great work culture & the best coworkers
• Paid time off (first year starts at 3 weeks)
• Company laptop and smartphone
• Free lunch and snacks daily
• Catered celebrations for birthdays and anniversaries
• Good Citizen coffee
• Onsite fitness facility with showers

WHAT WE NEED YOU TO BRING:

• 3+ years of technical support experience
• Customer service mentality
• Coachability with a strong desire to learn new technologies
• Strong organizational and time management skills
• Excellent verbal and written communication skills
• Solid understanding of computers, networks, and software
• Experience using MS Office applications: Word, Excel, Outlook, Teams, SharePoint, OneDrive
• Experience with ConnectWise or other ticketing system
• Experience with Microsoft 365 (Intune, AutoPilot, Defender)
• Experience with Google Workspace
• Ability and willingness to travel to client sites as needed
• Ability and willingness to work in a collaborative team environment