Support Engineer

• Provide frontline technical support in person, by telephone, via self-service tickets, and other communication venues
• Document, assess, troubleshoot, resolve, or appropriately escalate issues
• Monitor team work queues and take ownership of tickets according to priority and daily assignments
• Provide customer information, restore services, provide specific services, and escalate tickets
• Obtain pertinent information for ticket creation and provide customer-friendly resolutions
• Perform analysis supporting new or upgraded vendors, in-house systems, and special projects
• Generate reports and manipulate data
• Maintain proficiency with ticket and problem-management software platforms
• Update knowledge articles reflecting current information and workflows
• Utilize the ACD (Automatic Call Distributor) system
• Network and collaborate with other IS teams
• Present information to small and medium groups and communicate open-problem status
• Support process-improvement initiatives
• Manage individual or small-group projects from inception through completion
• Provide precepting, training, and assistance to team members
• Teach desktop software, specialized applications, and desktop-use classes
• Plan curriculum and training materials and improve training methodologies
• Perform other assigned duties

Support Engineer jobs in New Hampshire

User Support Analyst II