Support Engineer

Montra is seeking a highly skilled Support Engineer with the drive and determination to help us support our growing client base. We are seeking a problem-solver with a proven track record of working within a team to successfully address challenging IT issues. This position will include identifying customer issues and utilizing a structured problem management and resolution process to remediate them within established SLAs. This position requires dedication, persistence, follow-up, effective use of available resources, and a desire to deliver great customer service. Candidates must be energetic and motivated to learn new technologies and services.

RESPONSIBILITIES:

• Manage, maintain, troubleshoot and support our customer’s software, systems, networks, cloud, security and SaaS services.
• Collaborate with NOC and support staff, engineering, field technicians, and external vendors to resolve service issues.
• Act as an externally facing point of contact with customers and vendors during issue resolution.
• Act as an internally facing point of contact to escalate issues and communicate resolution status.
• Document core processes and looking for improvements in cost and speed of delivery.
• Provide input into our software development team for improvements to our VIA software.
• Oversee and execute planned maintenance work, minimizing impact to services.
• Prepare and present service monitoring reports to management.
• Participate in ongoing manufacturer and certification training.

REQUIRED QUALIFICATIONS:

• Technical proficiency in MacOS and Windows computer systems in an enterprise environment
• Excellent knowledge of our supported software, services and technologies
• Strong interpersonal skills to effectively communicate with users and vendors
• Passion for teamwork, continuing education, problem solving and exceptional customer service
• Ability to learn quickly and adapt to changing requirements
• Strong written and oral communications skills
• Outgoing, organized, detailed-oriented, dependable and flexible

PREFERRED QUALIFICATIONS:

• 4+ years experience in technical/engineering support in IT
• Microsoft Certified Professional status
• Technical support experience with Microsoft 365 and Azure
• Experience with HP, Cisco, VMware and Citrix technologies a plus
• Technical experience with server hardware and OS (Linux, Windows), security and networking
• Technical experience with virtual server technologies (VMware/Hyper-V/Citrix)

EDUCATION REQUIREMENTS:

• Bachelor of Science or Engineering in EE/CS/CE. In lieu of degree, 4 years of relevant work experience.

Job Categories: Service Delivery
Job Types: Full Time
Job Locations: Atlanta

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