IT Support Engineer Career | Cleveland

Our Support Engineers are the backbone of Lazorpoint. Support Engineers serve clients by effectively communicating, troubleshooting and expeditiously resolving end-user requests in a support desk environment. While most of their work is done remotely, there are occasions for on-site client visits as well.

Responsibilities

Provide an excellent first touch client experience for all service desk tickets
Own and solve tickets, provide a clear and efficient escalation experience for our clients when unable to resolve a ticket
Perform preventative maintenance tasks on servers, end user devices, and network equipment
Test and install hardware and software
Stage new hardware in preparation for deployment into a production environment
Document common client issues
Work alongside team members
Local travel to client sites as needed
Participate in an on-call rotation

Competencies:

In addition to being resourceful and passionate about customer service and technology, we are also looking for the following qualities in a Support Engineer:

1-2 years professional or internship experience in a Microsoft Windows environment
Strong ability to drive issues to resolution through research and working directly with senior engineers
A deep desire and passion for providing outstanding service
Excellent interpersonal and verbal/written communication skills
The ability to translate and clearly communicate complex technical concepts to non-technical individuals
Excellent organization, problem-solving and analytical skills
Ability to work well in a team environment as well as independently
A degree in Computer Science, Engineering, Business or another related field is preferred
Technical certifications from Microsoft, Cisco, Dell, Citrix, CompTIA, Apple, etc. a plus

The purpose of this job description is to convey information essential to understanding the scope of the job and the general nature and level of work performed by the jobholders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with this position.