[ref. f32718918] Client Support Engineer - Duluth

Job Summary

The ideal candidate will possess strong technical skills, particularly in supporting Windows and Apple systems, and have a proven track record of delivering excellent customer service.

This role requires onsite presence in our Duluth, GA office Monday-Thursday.

Requirements

• Support Request Handling: Respond to and manage incoming support requests via phone and ticketing system, ensuring timely and effective resolution.
• Desktop Support: Provide technical support for end users on both Windows and Apple systems, including troubleshooting hardware and software issues.
• Service Requests: Handle service requests, ensuring they are completed efficiently and to the satisfaction of the end user.
• Incident Triage: Perform initial triage of incidents, identifying the nature and urgency of the issue and escalating as necessary.
• First Call Resolution: Strive to resolve issues during the initial contact whenever possible, minimizing the need for escalation.
• Security Alerts: Conduct the initial triage of security alerts, escalating critical issues to the appropriate security team.
• Documentation: Accurately document all actions taken in the ticketing system, ensuring that records are detailed and up-to-date.
• Customer Service: Provide a high level of customer service, ensuring that end users are informed and satisfied throughout the support process.

• Experience:
• Minimum of 2 years in a customer support or service desk role.
• Experience with desktop support for Windows and Apple systems.
• Technical Skills:
• Strong knowledge of Windows and Apple operating systems.
• Familiarity with remote desktop tools and ticketing systems.
• Basic understanding of network and security concepts.
• Soft Skills:
• Excellent communication and interpersonal skills.
• Ability to handle multiple tasks and prioritize effectively.
• Strong problem-solving skills and attention to detail.
• Certifications (Preferred):
• CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent certifications.

• Shift Work: May be required to work in shifts, including nights and weekends, depending on business needs.
• Physical Demands: Primarily a sedentary role; however, some lifting of computer equipment may be required.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)