Support Engineer I

General Description

Reporting to the Director of Customer Care and working closely with the Service Desk Manager, the Support Engineer I troubleshoots software and hardware problems for our customers, while taking full ownership of the problem until it is resolved. This work is done primarily in-person, but may at times occur remotely as well. Along with excellent customer service skills and a good grasp of different IT solutions, the role requires solid troubleshooting and problem-solving skills, in addition to sound judgment, which is applied successfully to resolve basic technical issues experienced by end users, sometimes in unfamiliar systems. The Support Engineer I coordinates with cross-functional teams to drive successful project outcomes, upholds our commitment to delivering high-quality managed services, and provides first-class reactive technical services work that consistently delights our customers.

On-Site and Remote Support

• Provide primarily on-site and occasional remote technical support for hardware, software, and networking issues, ensuring minimal disruption to teaching, learning, and administrative functions

• Respond promptly to service requests and tickets, proficiently solving requests and troubleshooting issues related to:

• Windows and macOS workstations

• Printers, projectors, and classroom technology such as smartboards and Apple TVs

• Network connectivity on end user devices

• Administrative software platforms such as Google Workspace and Microsoft 365

• Mobile Device Management tools such as Mosyle

• VoIP telephones and network connected cameras

• Configure, troubleshoot, and manage repair of end user devices such as Chromebooks and Apple laptops as needed

• Deploy, set up, and maintain devices and equipment for end users such as laptops, iPads, or printers, including bulk deployment during the summer

• Create and deactivate end user accounts in various systems, as well as reset passwords if requested

• Configure and troubleshoot phones and VoIP systems as needed

• Maintain an organized and secure inventory of school IT assets

• Conduct regular system and device health checks while on-site to proactively identify and address potential issues

• Promptly record service requests in company's ticketing system when a request was made verbally

• Escalate issues to Engineer II for further resolution in cases where a problem's scope is greater than your understanding or when you are unable to solve or document the solution path within 30 minutes of attempt

• Own and resolve assigned tickets to company standards; monitor customer satisfaction, escalating when the resolution did not create a superior customer experience

• Own everything that happens to an assigned ticket until issue is resolved, escalated or transferred

• Keep meticulous time records in ConnectWise ticketing system on all work completed

Document & Share

• Analyze problems, devise effective solutions, and formulate resolution plan

• Keep clients informed through the ticket at every step along the way: what has been done, what are the results, what are the next steps

• Verify that the solution is still working, and no further intervention is needed, if warranted

• Ensure tickets are documented completely to facilitate clarity for problem discovery

• Enter time and ticket data throughout each day as work is completed

• Follow documented processes accurately and assist in developing new documentation for frequent tasks

• Keep an open line of communication with the Service Desk Manager, Director of Customer Care, and Director of Project Management

Implement Projects

• Execute customer project work as directed by the Service Desk Manager in collaboration with the Director of Project Management

• Manage and work closely with third party vendors and contractors, occasionally serving as their primary contact

• Complete project documents as specified by the project manager

• Attend pre-project meetings and post-project analyses and reviews as needed

• Interact with customers on-site and remotely, planning and coordinating with them closely for successful project delivery

• Meet or beat planned time for engineering work in each project's quote/scope

• Keep active and contemporaneous records of time spent on each task, from preparation through completion

• Travel locally to customer sites as needed and work some evenings, weekends, and holidays occasionally for minimal customer disruption

Qualifications

Experience

• 1-2 years' experience in a technical support or IT helpdesk role

• 1-2 years' experience troubleshooting various IT solutions such as Google Workspace, Microsoft 365, and Windows/Mac operating systems

• 1-2 years' experience with configuration and operation of Mobile Device Management systems (Jamf School/Pro, Meraki Systems Manager, Mosyle)

• 1-2 years' experience configuring, supporting and maintaining cloud-based phone systems and VoIP devices (specifically Zoom)

• Experience managing and working with third party vendors and contractors preferred

• Experience overseeing the installation of security camera solutions such as Verkada preferred

• Experience in supporting users in educational environments preferred

Abilities and Attributes

• Fluent in technical troubleshooting and problem solving

• Basic understanding of networking concepts such as IP addressing, DHCP, and Wi-Fi troubleshooting

• Familiarity and experience with VoIP by Zoom; security cameras by Verkada; projector mounting and configuration; switch cabling and cable troubleshooting; mass deployment of end user devices

• Strong verbal and written communicator, with a keen eye for detail and a commitment to high-quality work

• Strong listening skills with curiosity to ask questions; action-oriented problem-solver able to deliver in a fast-paced environment using superior organizational skills to manage up and laterally, juggle changing priorities and drive toward deadlines

• Takes initiative to appropriately close open loops in service, skills, customer experience

• Exceptional record of accounting for actions, results, SLAs and time in tickets

• Ability to travel multiple days a week by car or other reliable transportation to various customer sites

• Able to lift equipment weighing up to 25 pounds

Certifications

• CompTIA A+ (preferred)

• CompTIA Network+ (preferred)

Classification and Compensation

• Reports to Director of Customer Care
• Hourly, full-time
• Salary Range: $65,280 - $97,920 per year*

How To Apply

Please submit your resume, and, in lieu of a cover letter, compose an answer to the following question (limit your response to no more than one page):

• Describe a project you worked on where an unexpected issue arose in the middle of the project's execution. What strategies did you employ to tackle the issue? What were the results?

No direct emails or phone calls please.

*Assumes Redwood City market. Geographic differentials will be applied to candidates residing in markets outside of KT's headquarters location.

Paid time off, 401K match, full medical insurance, commuter benefits, remote work arrangements, and other benefits and perks are part of this role.
KT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. KT will only consider candidates with existing authorization to work in the USA. No sponsorship will be considered. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to careers@knowingtechnologies.com. Include "Last Name, First name: Support Engineer I" in the subject line.