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End User Support Engineer
Publication date: Nov 19th
Job type: Full Time
Category: Customer Support
View all Parallel jobs

Position Summary

The End User Support Engineer provides support to our End Users both in person and over the phone. The Engineer is responsible for problem determination, problem/incident recording, and problem resolution for corporate clients and remote locations of Parallel.

End User Support Engineers as part of the Help Desk call queue, will receive calls, create tickets, receive ticket escalations, direct end-user escalations, as well as participate, as instructed, in an on-call rotation.

Core Job Duties And Responsibilities
  • Resolve problems reported to Parallel via phone, email, web tickets or direct escalations
  • Provide first/second level contact and problem resolution for client issues
  • Provide timely communication on issue status and resolution
  • Maintain ticket updates for all reported incidents.
  • Update and maintain Help Desk Documentation and knowledgebase articles
  • Review and update Help Desk documentation as assigned
  • Review and create KB articles
  • Other functions as directed by management.
  • Typical/Critical Responsibilities:
  • Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed
  • Acknowledge and work on incoming Help Desk web tickets by the set SLA. Resolve or escalate as needed.
  • Monitored voicemail boxes, create ticket and return calls to customer by the set SLA.
  • Quickly and effectively communicate with customers within our SLA
  • Work with vendor to resolve issues when required
  • Configure/image desktops or laptops
  • Continually update and improve our documentation of a customer environment.
  • Continuously improve upon technical skills sets within assigned areas of expertise
  • Continuously improve upon soft skill sets required to deliver outstanding customer service
  • Non-Essential/Other Job Functions:
  • Work on assigned projects
  • Continually maintain and improve customer environment documentation
  • Research and contribute technical information to the knowledge base

Job Skills And Requirements
  • Required experience: Bachelor's degree; or one to two years of related IT experience and/or training; or equivalent combination of education and experience.
  • Understanding of Mac OS X and Windows OS.
  • Deskside Support covering Software for Example Encryption, anti-virus login scripts Active Directory, Group Policy Objects.
  • Office 365 applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
  • Email support
  • Computer hardware support:
    • Troubleshoot issues with Desktops, Laptops, Tablets, Smartphones, Thin Clients
    • Other peripherals and USB devices
  • Printer support:
    • Setup/install local, wireless, and network printers
    • Troubleshoot hardware printer issues
  • Mobile devices support:
    • Setup and troubleshoot issue with Smartphones, iPhone, iPads, Tablets, etc.
    • Install and troubleshoot broadband wireless devices and software
  • Network support:
    • Understanding of a domain/corporate IT environment including PC/Laptop setup
    • Basic knowledge of network technologies (LAN, WAN, wireless)
    • VPN clients (Cisco, SonicWall, Fortinet, etc.)
  • Video Conferencing support
  • Asset management support
  • Be a team player working closely across business units to understand all systems.
  • Ability to adapt to change
  • Strong troubleshooting skills
  • Be an independent and fast learner
  • Be extremely detail-oriented
  • Think out of the box to suggest innovative ideas for process improvement
  • Be able to drive through road-blocks
  • Be able to communicate with internal and external partners in an efficient and effective manner
  • Deal with ambiguity and thrive in a fast-paced business environment
  • Think out of the box to suggest innovative ideas for process improvement
  • Be able to drive through road-blocks
  • Ability to develop a good working relationship with all levels of management
  • Ability to make decisions, while under stress, that provides for the safety and security of the Parallel associates, visitors, data, and assets
  • Complex problem solving and proven sound decision making
  • Must be highly organized and have excellent oral and written communication skills
  • High degree of proficiency with Microsoft Office products and database applications
  • Be a dependable team player with strong business acuity, enthusiasm and a positive attitude
  • Have demonstrated ability to manage change and conflict effectively
  • Be adept at managing crises; provide front-line leadership in coordinating responses to a myriad of crisis situations
  • Be an excellent communicator, whether writing, speaking or presenting
  • Ability to grasp technical concepts quickly, problem solve in real-time, and be able to adapt to changing environments

6 Core Values of Parallel Associates
  • Integrity - We operate in a regulated and unchartered industry. Act and make decisions that stand up to scrutiny and reflect our position as a sophisticated, credible and respected leader. Be honest, trustworthy, dependable, and honorable. Demonstrate sound moral and ethical ways of interacting.
  • Collaboration - We are a collection of the best talent at all levels. Learn and grow from this diversity: welcome healthy debate and proactively seek other perspectives and points of view to find the best solution while not resting on consensus. Proactively ensure the right people have the right information at the right time. Work as a team vs. an individual performer.
  • Agility - We are growing incredibly fast in a new industry. Be open to change, be ready to pivot on the moment's notice, and act with a sense of urgency to take advantage of opportunities. Then be ready to do it again. Quickly –and calmly -respond and adapt to the unexpected. Modify and streamline processes, find more efficient ways of doing your job. Work efficiently across markets, time zones, and functions.
  • Intentionality - Intentionality requires action –it makes your intentions happen. Good thoughts are meaningless without action. It is initiative directed by the purpose to move our business forward. Intentionality is doing things important to you, even when not easy. Transformational change happens with intentionally.
  • Alignment - Together, we must understand and believe in our vision, mission, business and team goals and priorities. When we make a decision, even when we don't have consensus, we all align behind that decision and execute. We don't revisit decisions unless we have material new data or circumstances.
  • Accountability - Make the best proactive and reactive decisions given the available information and the wisest counsel.
  • Own your decisions, actions and outcomes, and promptly correct mistakes.
  • Be reliable, honor commitments and do not finger point, off-load responsibilities, or criticize co-workers. Look after co-workers and team's success.

Please mention that you come from GetRemotify when applying for this job.