IT Customer Success Engineer — Tier 1/2 Support

COR Partners; Atlanta (GA); Vor Ort; USD 60.000 - 85.000; Vollzeit

Zusammenfassung

COR Partners is seeking a Customer Success Engineer to support its IT department by triaging Tier 1–2 requests and guiding end users through technical issues. The role emphasizes clear communication, issue resolution within SLA, and collaboration with Systems Engineer and Network Administrator.

The engineer will manage user accounts, assist with onboarding and training, and participate in on-call coverage, with a focus on secure practices and reliable IT operations across the organization.

Qualifikationen

• 4-5 years of recent help desk experience
• 4-5 years of PC Hardware, Windows 10, and Window 11 experience preferred
• Thorough skill set in Microsoft Office Suite (including Word, Excel, PowerPoint, Outlook, and SharePoint)

Aufgaben

• Offers technical support to both internal and external Team Members through existing phone and email systems to solve Tier 1 and Tier 2 technical problems.
• Resolves assigned support incidents and tasks within the established SLA parameters.
• Creates, maintains, and terminates user accounts such as Active Director, Box.com, Office365, AT&T, GFI, CRM, MAS, and Xactimate.
• Maintains the Netsuite asset tracking system; ensures enough IT inventory is maintained to support the company.
• Keeps all laptops and desktops current with the Sophos Anti-Virus Administration Kit including running weekly virus database updates and scans.
• Assists with training Associate Customer Success Engineer(s) with functions that are more complex.
• Collaborate with Systems Engineer and Network Administrator on additional special projects.
• Provides emergency support during the accepted on-call schedule during weekends and weekdays.

Kenntnisse

Microsoft Office Suite

Excellent communication

Time management

Problem solving

Team collaboration

Customer service

On-call readiness

Documentation

Tools

Windows 10

Windows 11

Office365

SharePoint

CRM (Microsoft CRM)

Xactimate

VPN Clients

Sophos Anti-Virus

Jobbeschreibung

COR Partners is seeking a Customer Success Engineer to support its IT department by triaging Tier 1–2 requests and guiding end users through technical issues. The role emphasizes clear communication, issue resolution within SLA, and collaboration with Systems Engineer and Network Administrator.

The engineer will manage user accounts, assist with onboarding and training, and participate in on-call coverage, with a focus on secure practices and reliable IT operations across the organization.