IT Support Engineer

Job Summary

This position requires communicating with clients and following appropriate processes and procedures in order to resolve the client’s technical issues. The person in this position helps the network operations center to achieve success and our clients to achieve satisfaction with our service. The person in this position will work with Project Managers, Account Executives, Inside Account Managers, and Senior Technical Project Engineers to deliver positive and profitable client experiences.

Essential Duties and Responsibilities

1 – Resolves Technical issues for clients following appropriate policies and procedures

· Provides phone support to clients

· Monitors and mitigate alerts generated by Remote Management and Monitoring (RMM) tools

· Updates tickets through our current ticking system according to established guidelines

· Troubleshoots and quickly and completely resolves client issues

· Trains clients on system use

2– Goes above and beyond in client service

· Fast response time, professional demeanor, follows through on tasks, excellent communication, ensures client satisfaction

3– Upholds the core values of PCS

· We focus on the client experience

· We are team Players – We collaborate and cooperate to get things done

· We are each accountable for individual and team results

· We continually improve ourselves and PCS

· We communicate promptly, directly and respectfully

Required Skills

· Must be able to troubleshoot and successfully resolve issues with computers, printers, and common peripherals

· Must have a good working knowledge of local area networking and troubleshooting

· Must have a good working knowledge of wireless technologies

· Must be proficient at resolving technical issues and troubleshooting Line of Business applications such as G-Suite, Microsoft Office365, end-point protection, backup and disaster recovery and other industry standard solutions.

· Must be proficient at administering Windows Active Directory environments and able to complete common tasks such as adjusting Group Policy, Security permissions, file sharing and password resets.

· Must know how to troubleshoot issues with Windows Servers and Server Operating Systems

· Must have and continually exhibit excellent client service and communication skills (written and oral)

· Must have and continually exhibit excellent documentation and data entry skills

· Must continually exhibit a willingness to learn and grow by pursuing opportunities to keep skills up to date

· Must have and continually exhibit excellent teamwork skills

Experience and Education Requirements

· Must have a minimum of 3 years of previous experience working in a Help Desk Environment

· Must have a minimum of 2 years of previous experience working to resolve client issues both remotely and onsite, using various toolsets

· Must have a minimum of 3 years of experience working to resolve client issues with a ticketing system and using proper documentation methods

· Must be familiar with Microsoft server operating systems and have experience in workstation operating systems and desktops applications

· Must have experience in desktop computer configuration and maintenance

· Must be proficient at administering Windows Active Directory environments and able to complete common tasks such as adjusting Group Policy, Security permissions, file sharing and password resets

· Preferred Certifications: CompTIA A+, CompTIA Network+

· Experience with ConnectWise products is preferred

· Experience with common Line of Business Applications is preferred (Datto, G-Suite, Office365, QuickBooks)

· Must pass a TBI background check

Work Environment

· Prolonged periods of sitting and working on a computer

· Must be able to lift up to 75 pounds on a regular basis

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

PCS has been serving Knoxville and surrounding areas since 1996, providing an array of IT products and services such as networking, interactive technologies, security, and flat rate IT to businesses and schools across the state. At PCS we value our employees and we are always looking for talented new people to join our team!

Benefits

• Paid time off
• Paid Holidays
• 401K
• Health, vision and dental insurance

PCS, Inc. is a TN Drug Free Workplace

PCS is a 2020, 2021, 2022, 2023, & 2024 "Top Workplace" award recipient

PCS, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Job Type: Full-time

Pay: $26.00 - $28.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• What is your desired rate of pay?

Work Location: In person