Technical Services Engineer I is an entry-level position and works primarily with end users to provide support and complete documented, process tasks as needed. They provide technical support services either remote (phone, email, web-chat) or in person. In this position, you’ll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount.
Hours are Monday-Friday, 8am-5pm ET, and providing on-call/after hours, including weekends, when necessary.
What You'll Do:
- Provide first contact end-user support via telephone, or email
- Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way
- Record, track, and document the service desk incident within the ticketing system
- Collaborate with other members of the team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed
- Provide first-tier support to end users for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, VPN Clients, Spam Filtering, and hardware troubleshooting
- Add users, remove users, reset passwords, and change folder permissions
- Basic understanding of how IP addresses, subnet masks, gateways, and DNS addresses work
- Providing on-call/after hours work when necessary; including weekends
What You'll Bring
- Experience working with Office 365 Suite (Exchange Online, SharePoint Online, Teams) from an user/helpdesk administrator perspective
- Experience with Windows 10 and 11/Mac OS X/iOS and Android Devices in a corporate environment, including AzureAD Domain Join and Autopilot
- Understanding of server and network device hardware and functions
- Preferred Technical Certifications: CompTIA A+, Network+, Security+, Microsoft 365
- Ability to understand and adopt the principles of C3’s Core Values
- Stellar written/verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues
- The ability to diffuse potentially difficult situations with angry or unpleasant clients on a regular basis
- Sound judgement and decision-making skills to be able to independently make decisions that affect customers without always being able to consult with a supervisor
- The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service level Agreement (SLA) driven environment
- The ability to perform a variety of duties, often changing from one task to another of a different nature
- A strong attention to detail so work is accurate and complete
- An Associate or Bachelor’s degree in Information Technology or related field preferred
- Veteran preferred
What You'll Get
- To be a part of one of the fastest-growing companies in America, and a talented team to back you up
- An awesome culture, backed up by winning several Best Places to Work awards
- Remote work opportunities
- Medical, Dental, Vision Insurance
- Four Weeks of Paid Time Off (vacation & sick leave)
- Four weeks of Paid Maternity and Paternity leave
- Two days of Paid Volunteer Time
- 401(k) with 4% Company Match
- Company Bonus Structure
- Tuition Reimbursement
- Employer-sponsored Disability & Life Insurance
- Professional Development
This a remote US-based position with minimal travel.
C3's Core Values:
- Team Human: Respecting all humans is a critical part of who we are at C3. We practice integrity in all interactions, we empathize with others, we create a supportive work environment, and we support the communities in which we live and operate.
- Security First: At the cornerstone of our business, we prioritize security above convenience, cost or efficiency. A “security-first” approach means we practice what we preach and we lead by example for our clients.
- Be an Advocate: We are passionate in our advocacy for our customer’s success and a path to the best solution for their business. We embrace feedback, put ourselves in your shoes and advocate for your interests as our own.
- Embrace Change: It's a practical necessity in an industry that never stands still. As a new entity born from the merger of two top-ranked CMMC-focused IT services companies, we're keenly aware that our success hinges on our ability to adapt - whether that means integrating new platforms, refining processes, or keeping pace with changing guidelines.
- Resilience: Our ability to withstand adversity and accomplish objectives while maintaining professionalism and discipline is critical to successful crisis management and risk avoidance.
C3 Integrated Solutions is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status, or any other characteristic protected by law.
This is a general description of the duties, responsibilities and qualifications required for this position. Physical, mental, sensory, or environmental demands may be referenced to communicate the way this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, C3 Integrated Solutions will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
