Customer Success Engineer: IT Support & Troubleshooting

Engle Martin and Associates, LLC.; Atlanta (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

Engle Martin and Associates, LLC. seeks a Customer Success Engineer to support its IT department by troubleshooting and resolving Tier 1 and Tier 2 IT issues reported to the Service Desk.

The role requires clear communication to non-technical users and the ability to handle on-call duties. The position involves maintaining user accounts, assisting with deployments, and collaborating with Systems Engineer and Network Administrator on special projects.

Qualifications

• 4-5 years of recent help desk experience.
• 4-5 years of PC Hardware, Windows 10, and Windows 11 experience preferred.

Responsibilities

• Provide technical support to internal and external team members via phone and email for Tier 1 and Tier 2 issues.
• Explain complex technical concepts to non-technical audiences.
• Resolve incidents within SLA parameters.
• Manage user accounts (Active Directory, Box.com, Office 365, VPN, CRM, Xactimate).
• Ensure auditing requirements for user access are followed.
• Troubleshoot networking issues (LAN/WAN, wireless, VPN, Remote Desktop).
• Configure and ship equipment for new or upgraded users.

Skills

Help desk experience

PC hardware

Windows 10

Windows 11

Customer communication

Tools

Active Directory

Office 365

VPN

Xactimate

Sophos Anti-Virus

CRM

Job description

Engle Martin and Associates, LLC. seeks a Customer Success Engineer to support its IT department by troubleshooting and resolving Tier 1 and Tier 2 IT issues reported to the Service Desk.

The role requires clear communication to non-technical users and the ability to handle on-call duties. The position involves maintaining user accounts, assisting with deployments, and collaborating with Systems Engineer and Network Administrator on special projects.