TITLE: Enterprise Support Engineer 

Organization/Department: Support Operations Center (SOC)
Reports To: Technical Support Manager

Position Overview

Source’s relentless goal is to provide world-class support to enterprise IT customers & partners by creating undeniable client value.  Enterprise Support Engineers handle datacenter support cases ranging break/fix field event management using contracted resources to remote troubleshooting for the most complex installations and challenging customer issues.

Success requires responsiveness, disciplined self-direction, superior multi-tasking expertise, relentless follow-through, clear communication and skill to manage difficult customer situations often under tight deadlines.  Expect regular interaction with customers, team members, field engineers (FEs), sales associates, executive management and others.  Focus is to lead by example while swiftly resolving issues with professionalism and with a keen sense of quality and the customer experience.

Source supports a broad, diverse set of customers. Enterprise Support Engineers are expected to possess & maintain a deep technical understanding of many customer products and diligence to flawlessly execute all Source customer processes to meet their requirements.  They set the standard in clearly documenting workflow activities as they occur so customers are able to monitor case progress.  Additionally, Source persistently pursues continuous improvement.  All are expected to drive improvements individually and as a team.

Key responsibilities include:

  • Quick & efficient responses to customer/partner requests for technical support
  • Directing the diagnosis & workflow of each service event to ensure successful conclusion
  • Adhering to established procedures & protocols to ensure superior customer satisfaction
  • Modeling responsiveness & integrity in all customer communications
  • Accurately documenting, tracking & monitoring cases to ensure timely resolution
  • Contacting, vetting, securing & working with the chosen FE to successfully execute each field event
  • Authoring & delivering training to team members on a regular basis
  • Offering aid & mentorship to SOC staff daily
  • Escalating to management per established procedures
  • Working with the SOC to accomplish assigned goals & objectives
  • Actively participating in the shift rotation including weekends, after hours & holidays as needed
  • Performing other duties and projects as assigned

Education & Experience

  • Bachelor’s degree in Computer Science or equivalent industry experience
  • 6+ years working in a customer-facing support role dealing with enterprise IT customers
  • Hands-on experience debugging various systems
  • CompTIA A+, Network+, Server+, Linux+ & Cloud+ certifications and Storage+ course or equivalent
  • MCSE & CCNA desired

Required Technical Skills

  • Excellent technical & process troubleshooting skills
  • Superior technical aptitude paired with ability & desire to constantly learn new technologies
  • Proven experience supporting major IT infrastructure environments (Dell, Supermicro, HP & IBM) including servers, storage systems, networking & virtual servers.
  • Strong BIOS, firmware, motherboard, PCI card, cable and RAID configuration troubleshooting skills
  • Troubleshooting & system administration experience in Windows Server, Linux & VMware
  • Expertise with HPC & clustered environments
  • Proven understanding of mid-enterprise level data center communication with vendors, clients and C-level executives by phone and in-person
  • Log interpretation
  • Experienced in remote troubleshooting techniques and tools
  • Case management experience in Salesforce Service Cloud preferred

Required Soft Skills

  • Dedication and relentless focus on customer satisfaction and follow-through
  • Strong phone presence coupled with outstanding customer service skills
  • Ability to multi-task, juggle competing priorities & thrive in fast-paced environment
  • Patience in dealing with stress and challenging situations
  • Experience, judgment and drive to plan, make decisions and accomplish individual & team goals
  • Excellent teamwork aptitude and skills
  • Strict attention to detail especially in following case process documentation
  • Superior writing skills to create relevant, succinct case notes
  • Strong computer skills including typing accurately while on the phone to capture required case information
  • Organized with demonstrated ability to work independently, take initiative and solve problems
  • Proven de facto leadership skills
  • Manage all internal & external interactions in a professional and courteous manner

Physical Requirements & Work Environment

  • Expected to work at Source’s office unless other arrangements have been agreed to
  • Reasonable accommodations may be made to enable performance of essential job functions
  • Ability to efficiently operate a computer is expected
  • Regularly required to sit, use hands/fingers, speak and listen
  • Specific vision abilities include close vision, color vision and ability to adjust focus
  • Low to moderate noise volume
If you are interested in this position please send your resume to HR@sourcesupport.com