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IT Support Engineer

Company: SGA Inc.
Location: Denver
Posted on: August 7, 2022

Job Description:

Job Description

Software Guidance & Assistance, Inc., (SGA), is searching for an IT Support Engineer for a CONTRACT assignment with one of our premier Data Services clients in Raleigh, NC, Boulder, CO or Wichita, KS .

This will require weekend nights hours. This role will works a 3x12 Fri-Sun schedule which starting Friday evening at 6pm and work until 7am the following morning.

Responsibilities :

  • Triage and troubleshoot client systems and products via chat, phone, email and remote sessions with customers, partners, and internal field engineers
  • Read and analyze various system and application logs to determine where an issue is.
  • sk customers targeted questions to diagnose problems and provide timely solutions.
  • Research documentation and knowledgebase articles and collaborate with team members to determine proper troubleshooting course of action
  • Provide timely updates to customers on status and progress of cases and properly set expectations.
  • Prioritize and manage several open issues at one time, while quickly determining if issues are more complex and need to be escalated to next tier
  • Create and/or improve Support Knowledge Base to document issues, errors, and solutions so repeated problems can be solved quicker.
  • Ensure issues are documented thoroughly, clearly citing customer's problem, business impact, troubleshooting steps, any steps taken to reproduce the issue, resolution, and any other pertinent information into CRM system
    Required Skills :
    • Proficient written and verbal communication skills
    • bility to work under pressure and respond calmly in high stress situations
    • Desire to constantly learn and work on ever evolving and emerging technologies
    • Team oriented individual that can also work independently with periodic review, in office and remote
    • bility to provide complete step by step troubleshooting instructions both verbally and in writing
    • Basic problem solving and diagnosis skills
    • Entry-level understanding in one or more areas:
      • Computer hardware and software, Storage, RAID, Networking, NAS, SAN, Authentication, Encryption, Cloud, Virtualization, Performance, Windows, Unix or Linux SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https://sgainc.com .

        EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.

Keywords: SGA Inc., Charlotte , IT Support Engineer, Engineering , Denver, North Carolina

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