Support Center Engineer I- Malta

We are seeking a friendly, curious problem-solver to serve as our Support Center Engineer I, providing Tier 1 and some Tier 2 support to our managed services customers so they always have working technology and can focus on their own jobs. You’ll be the person who explains how products work, answers questions about setup, configuration, upgrades, and everyday use, and uses basic diagnostic techniques to find out what’s gone wrong, suggest a fix, and hand off the tougher issues when needed. This is an on-site, full-time position in our Malta, NY office, and it’s a great fit for someone early in their IT career who takes real pride in treating every customer well., * Help customers by phone, chat, email, and ticket.

• Record all relevant end-user details in the ticketing system.
• Triage, troubleshoot, and resolve error messages, failures, and other customer issues.
• Support users on laptops, workstations, desktops, iOS devices, and Android devices, including connectivity problems.
• Install and configure software on end-user devices such as laptops, workstations, and tablets.
• Support and maintain customer systems and networks.
• Return customer calls as needed.
• Pair problem-solving with people skills to get issues resolved quickly and leave customers feeling taken care of.
• Deliver Tier 1 support and take on some Tier 2 issues.
• Take part in a 24-hour on-call rotation.
• Confirm that system backups complete successfully.
• Create and maintain client and support documentation.
• Manage call length, handle time, and after-call work effectively.

• An associate’s degree in computer science, or an equivalent mix of education and work experience.
• 0 to 3 years of IT experience.
• Comfort working in a collaborative team environment.
• Working knowledge of Microsoft 365, networking, Windows Servers, virtualized environments, PC hardware, backup engines, VoIP, and cloud technologies.
• Strong analytical and problem-solving skills.
• Strong written and verbal communication and documentation skills.
• Excellent interpersonal skills, including active listening, empathy, good questioning, and the ability to build rapport quickly.
• Ability to explain technical concepts in plain, user-friendly language.
• Ability to multitask and contribute to the success of the whole department.
• Ability to follow company standards and procedures., * CompTIA A+ certification.