Job Information
PERRY proTECH System Engineer (IT) in Dayton, Ohio
JOB TITLE: System Engineer FLSA CLASSIFICATION: Exempt SUMMARY: As a System Engineer, this person is responsible for handling escalated technical issues for our IT service clients and providing assistance using a variety of remote support platforms and on-site when required. This individual will analyze issues based on details provided by clients and the previous support representatives as well as research issues to identify and implement appropriate solutions in accordance with documented procedures. ESSENTIAL FUNCTIONS: Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
- Serve as escalation for customer issues that require higher level of support or onsite support and maximize client satisfaction by providing exceptional technical support
- Analyze client needs, recognize business opportunities and influence sales volume growth
- Perform remote and onsite remediation through diagnostic techniques and pertinent questions
- Respond to requests for technical assistance in person, via phone, email or text
- Log all internal and external client interactions, noting troubleshooting, resolution or escalation
- Follow standard call center procedures
- Recognize and escalate issues when additional skillsets are needed
- Inform manager of recurring issues
- Follow up with customers and users to complete the resolution and ensure customer satisfaction
- Provide training to clients on products installed
- Provide third party vendor management for Managed Service clients
- Maintain detailed product knowledge of all supported products and solutions in order to support all aspects of our product offerings
- Communicate and interact with clients, service, sales and administrative staff in a courteous and professional manner
- Assist on special projects assigned
GENERAL REQUIREMENTS:
- Strong customer service skills
- Excellent time management abilities
- Keen attention to detail and interest in problem-solving
- Ability to know when to escalate issues
- Self-motivated, flexible, and take initiative
- Excellent verbal and written communication skills
- Prioritize customer service and client satisfaction
- Present yourself in a professional and courteous manner as a representative of PERRY proTECH
- Uphold and embody PERRY proTECH core values at all times
- Abide by PERRY proTECH policies and procedures outlined in the Company Handbook
WORK ENVIRONMENT: A System Engineer is required to travel for training, off-site meetings, and to client locations as necessary. QUALIFICATIONS:
- Bachelor's degree in computer science or related field or equivalent experience with a demonstrated successful work history
- Field Engineer FE grade 6
- 2 years of experience in a Help Desk or NOC
- MCSE or equivalent experience is a plus
- Software Vendor Certifications are a plus
- Proven technical ability
Disclaimer: Please note this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities that are required. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice. PERRY proTECH is recognized as a leading provider of business technology solutions and products throughout Ohio, Indiana, and Michigan. Since our founding 58 years ago, PERRY proTECH has evolved with customer needs and adapted as technology progressed. PERRY proTECH manages relationships with multiple technology manufacturers so we can source a range of options to help our customers find the best solutions. We are 10