Job details
Job type full-time
Full job description
Who we are:
Worksighted is one of the fastest-growing it service providers in michiganWe work hard, but we don`t take ourselves too seriouslyWe are committed to growth, both our customers` and our ownAs a team, we know we`re only as good as the values we stand for and the hard work we put in every dayJoining our team means being a unique piece to the puzzle and a superhero in your own wayFrom crucial benefits like paid parental leave to in-office parties and zombie-themed wellness challenges, we work hard, have a lot of fun, and know what matters most to our people.
We are looking for a remote it engineer who will be responsible for the daily support of our clients including both proactive and reactive scenariosThis position is also responsible for the internal processes that must be followed within our support software, communication with clients as to the status of their requests, and ultimately resolving those requests based on their associated agreements.
Who you are:
You hold a bachelor`s degree in it or similar field, or you have equivalent work experience.
You have at least two (2) years of experience in an it help desk environment.
You are ccna- or mcsa-certified.
You have knowledge of windows operating systems (both desktop & server).
You understand and can troubleshoot various technical problems such as microsoft exchange, office 365, vmware, hyper-v, routing, switching, firewalls, wifi, voip, cisco, meraki, synology, and equallogic.
You have a customer-first orientation and the ability to communicate effectively.
What you`re accountable for:
Providing remote technical support for all clients based on assigned tickets.
Adhering to all policies, expectations, and slas to ensure client needs are addressed and proper documentation of time, work completed, & communication to clients and vendors.
All client documentation associated within assigned vertical.
Reviewing 30+ tickets a day and taking actions as necessary to resolve these tickets as soon as possible and serving as an escalation point.
Maintaining a minimum of 85% billable / utilization.
Working closely with express lane engineers for proper scheduling and ticket routing.
Providing after hours technical support as part of a rotating schedule.
Coordinating with other departments as necessary to provide an exceptional client experience.
Engaging in project-based assignments on an as needed basis.
Interfacing with 3rd parties (i.eDell) to facilitate manufacturer warranty support.
Why you`ll love worksighted:
Competitive benefits package including medical, dental, and vision insurance, along with company matches to 401(k) and hsa accounts.
Paid time off for vacations, sick time, and personal days, plus a day off on your birthday!
Well-rounded approach to employee wellness with benefits such as a monthly wellness stipend, free healthy snacks, community service opportunities, and an employee assistance program.
Mobile phone stipend.
Open and collaborative work environment (dog friendly!)
Ongoing employee engagement activities ranging from potlucks to company-wide games of virtual bingo.
An in-depth onboarding program including lunch with leadership, job shadows with every department of the company, and thorough on-the-job training.
Learn more about our values and what it`s like to be a member of our team on our website or by following us on instagram @worksighted (https://www.instagram.com/worksighted/).
