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. TS Engineers handle support cases for datacenters ranging from basic user issues to break/fix field event management using contracted resources.
Success requires responsiveness, disciplined self-direction, ability to effectively multi-task, follow-through, clear communication and skill to manage customer situations often under tight deadlines. Expect regular interaction with customers, team members, field engineers (FEs), sales associates and others. Focus is to resolve issues swiftly, professionally and with a keen sense of quality and the customer experience.
Source supports a broad, diverse set of customers. TS Engineers are responsible to develop a deep technical understanding of customer products and pursue excellence in executing all Source customer processes to meet their requirements. It is important to clearly document workflow activities as they occur, so customers are able to monitor case progress. Additionally, Source persistently pursues continuous improvement. Everyone is expected to strive for improvement 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
Seeking aid & help from SOC staff as needed
Escalating to SOC management and partners 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
Associate degree in Computer Science or equivalent industry experience
2+ years working in a customer-facing support role dealing with enterprise IT customers
Hands-on experience debugging various systems
CompTIA A+, Server+ and Network+ certifications
Completion of CompTIA Storage+ course is a bonus
Maintaining compliance in the Source Academy
Required Technical Skills
Solid technical & process troubleshooting skills
Strong technical aptitude paired with ability & desire to quickly learn new technologies
Experience supporting major IT infrastructure environments (Dell, Supermicro, HP & IBM) including servers, storage systems, networking & virtual servers.
