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Support Engineer - Level 2 or Higher

Apex Digital Solutions is a one of a handful of Microsoft managed partners in Michigan. We focus on using Microsoft's cloud technologies to deliver solutions for our customers as an IT Managed Services Provider (MSP) and Systems Integrator (SI). We strive to empower users as well as the community. We’ve won multiple awards, including: 2015 Microsoft Compete Partner of the Year – U.S. Central, 2014 Microsoft Cloud Partner of the Year – Heartland, 2013 Microsoft Cloud Partner of the Year – U.S. Central and are on the 2015 MI 50 Companies to Watch. Not only are we a Microsoft Gold award winning partner, we also actively engage in community outreach. We’ve partnered with local charities and non-profits for numerous projects and encourage our employees to step up and take action in volunteer work. 

Job Description

Apex is looking for a Support Engineer to join our service team in Southfield, Michigan.  They will need to be able to be a quick learner and team player willing jump right in and assist in the service team resolving technical support issues.  These issues include but are not limited to Office 365, workstations hardware and software support, printers, servers, and networks.  

Essential Duties and Responsibilities:

  • Treat Everyone as your customer by providing customer support within their Service Level Agreements (SLA) and exceeding their expectations
  • Manage Expectations by providing consistent communication though out the life cycle of the service request.
  • Embracing smart opportunity by documenting all work into ConnectWise Manage system and entering real-time time entries.
  • Bring clarity across the board by validating and verifying daily audits on the remote monitoring and management system alerts and notifications.  
  • Step up, take action and finish by creating client documentation to provide efficiency and quicker resolution times in the future
  • Assist the Technical Support coordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently including escalation of requests that require higher level engineer support
  • Travel to client sites will be required
  • Provide after-hours/weekend Emergency On Call client support on a rotating schedule

Skills/Qualifications:

  • Knowledge of core software products support include

    • Windows Operating systems - Windows 10, Windows 8 and Windows 7

    •  Windows Servers - Windows Server 2016, 2012, 2008  

    • Microsoft Office - 2016, 2013 and 2010

    • Active Directory

    • Exchange

    • Office 365 - Admin Center

  • General office hardware including various multi-function printer/scanners

  •  Internet-enabled smartphones (iPhone, Android-based phones, Windows Mobile phones)

  • Fostering Teamwork - As a team member, the ability and desire to work cooperatively with other on the team

  • Customer Orientation - The ability to demonstrate concern for satisfying one's external and or internal customers
  • Attention to Communication - The ability to ensure that information is passed to others who should be kept informed
  • Technical Expertise - The ability to demonstrate depth of knowledge and skill in a technical area
  • The ability to handle multiple customer support inquiries while never losing focus of each customer’s satisfaction
  • Self-motivated with the ability to work in a fast moving environment
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Working Knowledge of ConnectWise Manage and ConnectWise Automate is a plus
  • 1-2 year of technical customer support experience or equivalent 

        

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