Remote Support Center Level 2 Engineer
Overview:
ClickIt is a well-established engineering/information based technology company that develops and manufactures a complete line of advanced, easy to use HVR, DVR, and NVR video surveillance systems supporting a wide selection of IP cameras. ClickIt systems are designed for integration into the most demanding retail environments. ClickIt’s Video Solutions delivers value to multiple business groups within the retail enterprise including Asset Protection, Marketing, Advertising, and Store Operations via our implementation of Analytics at the Edge. ClickIt’s also offers a cloud based Central Management System that monitors the health and well-being of ClickIt video systems.
ClickIt is headquartered in Hauppauge, NY and has a research and development facility in Winston Salem, NC. Our employees have a variety of backgrounds with a wealth of experience across many complementary industries. This contributes to our unique work culture and environment. All our employees are eager to learn new technologies and apply them our solutions.
The Remote Support Center Level 2 Engineer position is a mid-level technical position based in Hauppauge, NY. This group is focused on resolving issues remotely for our nationwide client base. The L2 position responds to, resolves and escalates incoming technical client issues and requests submitted by phone or e-mail.
Duties and Essential Job Functions:
- Provide expert remote desktop support, expert systems administration, and intermediate to advanced systems engineering support with a focus on:
- Client satisfaction
- Service delivery quality
- Technical excellence
- Drive to meet and exceed organizational goals for:
- Cost Per Contact
- Utilization
- Customer Satisfaction
- First Contact Resolution Rate
- Average Speed to Answer
- Demonstrate strong customer service skills to provide phone support including:
- Listening to the customer to gain an accurate understanding of the situation.
- Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue.
- Producing accurate, detailed documentation at the client, problem and incident level.
- Resolving conflict.
- Provide remote support for Level 2 issues (desktop, server and infrastructure support).
- Follow task creation, work, closure, and escalation procedures.
- Support team members with resolving client issues.
- Meet or exceed position Key Performance Indicators (KPIs).
- Serve as a technical escalation point and mentor to Level 1 Engineers.
- CCTV / IP camera knowledge a major +
- Producing and providing technical training to team members.
- Excel in the areas of:
- Remote troubleshooting skills.
- Client service skills.
- Professionalism.
- Punctuality.
Qualifications:
- Call center experience.
- 3 or more years of experience with troubleshooting and providing remote technical support.
- BA, BS or similar degree in computers/electronics or relevant experience.
- At least one of the following industry certifications is recommended but not required:
- MCTS/MCP Server 2008 or above
- MCTS/MCP Exchange 2007 or above
- CompTIA Server+
- Cisco Certified Network Administrator (CCNA)
- 3+ years of experience troubleshooting the current versions of the Windows Desktop Operating Systems.
- 3+ years of experience with administering of the following technologies is preferred:
- The most current versions of the Windows Server family operating system.
- The most current versions of Microsoft Active Directory.
- The most current versions of Microsoft Exchange Server.
- A working knowledge of the following technologies:
- Current desktops, laptops, servers and networking basics.
- Current Windows Desktop Operating Systems.
- Current Windows Server Operating Systems and services.
- Windows Active Directory (User Management/Administration/Group Policy).
- Current Exchange Server.
- Current firewalls and security.
- Common server tape and online backup solutions.
- Common desktop applications including Microsoft Office Suite.
- Common TCP/IP services including HTTP, FTP, DNS, and DHCP.
- Hands-on software and hardware troubleshooting experience.
- Strong interpersonal, written and oral communication skills, attention to detail.
- Ability to present ideas and solutions in user-friendly language.
- Highly self-motivated and directed.
- Proven analytical and problem-solving abilities.
- Strong customer service orientation.
- Experience working in a team-oriented, collaborative environment.
Success Characteristics
- Honest, Enthusiastic, Respectful, takes Ownership, achieves Excellence, and consistently delivers quality.
- Service to team members and customers alike.
- Team player, flexible, adaptable, responsible, punctual, proactive, and self-sufficient.
- Affinity for and successful experience with small to medium size business environments.
- Ability to adapt and thrive in a constantly changing work environment.