Customer Success Engineer: IT Support & Solutions

Engle Martin; Atlanta, Northern (GA, KY); Hybrid; USD 52,000 - 72,000; Full time

Job summary

Engle Martin seeks a Customer Success Engineer to support its IT department, addressing Tier 1 and Tier 2 requests via the Service Desk. You will resolve incidents, manage user accounts, and communicate solutions to non-technical users.

The role requires mid-level IT troubleshooting, asset tracking, and collaboration with Systems Engineers. On-site work, weekend on-call duties, and a focus on service excellence are emphasized.

Qualifications

• 4-5 years of recent help desk experience.
• 4-5 years of PC hardware, Windows 10 and Windows 11 experience preferred.
• Proficient in Microsoft Office Suite and communication.
• Ability to explain technical concepts to non-technical audiences.

Responsibilities

• Provide Tier 1 and Tier 2 IT support to internal and external users.
• Explain complex technical information to non-technical audiences.
• Resolve incidents within SLA parameters and manage user accounts (AD, Box, Office365).
• Maintain asset tracking and antivirus updates (Netsuite, Sophos).
• Assist with training and collaborate on special IT projects.

Skills

Help desk experience

PC hardware

Windows 10/11

Microsoft Office

Communication

Tools

Active Directory

Box.com

Office365

Xactimate

CRM

Netsuite

Sophos Antivirus

Job description

Engle Martin seeks a Customer Success Engineer to support its IT department, addressing Tier 1 and Tier 2 requests via the Service Desk. You will resolve incidents, manage user accounts, and communicate solutions to non-technical users.

The role requires mid-level IT troubleshooting, asset tracking, and collaboration with Systems Engineers. On-site work, weekend on-call duties, and a focus on service excellence are emphasized.