The Senior Remote Operations Center Engineer (STE Engineer) will be responsible for assisting our clients with reactive tickets and issues as they occur, and being an escalation point for the entire ROC team. This position has set hours and requires extensive remote phone and computer assistance with the potential for after hours assistance if emergencies occur. The SROC Engineer is responsible for performing professional services based on established policies, procedures, and checklists.
Job Responsibilities:
Handling Tickets
Deal effectively with stressful situations focusing on the best outcome for the Client
Work reactive issues (Client submitted, monitoring generated and escalated from support) remotely and onsite as needed within committed Service Level Agreements (SLA’s)
Ability to follow and create checklists and procedures
Report on all hours pertaining to a specific issue via entering ticket time
Resolving complex and out of scope issues that need to be escalated to the appropriate department or outside vendor
Report on metrics
Be accountable for meeting goals
Regular time entry and service ticket updates
Individual metrics will be measured by ticket statuses, escalation processes and % of closed rate daily
Attend cross-departmental meetings as needed
Desired skills include customer service skills, confident and positive attitude, and updated knowledge of :
Advanced Troubleshooting skills and proper understanding when to escalate
Understanding of Microsoft Windows operating systems environment (Active directory, powershell, command line, group policy, and Microsoft server 2008r2, 2012, 2016)
Advanced knowledge of Apple products (iMacs, Macbooks, and OS)
Advanced knowledge in Microsoft Exchange admin environments, G Suite admin environments, and Azure AD
General understanding of VOIP
Experienced at professional communication (contacting 3rd party vendors and client POCs)
How to purchase and configure website domains
Capacity to learn and understand (as well as R&D) new applications
Maintain education and knowledge to align with support needs.
Lead regularly scheduled huddles, prepared to report on your individual and team metrics.
Inform management of recurring problems or clients at risk. Propose resolutions to prevent such issues
Ability to work in a team environment.
Can-do attitude and ingenuity is a key attribute for this position.
Be inquisitive and take initiative - Own an issue, follow it through from start to finish. Find an answer by using all available internal and external resources. Focus on the larger picture
Ability to train and mentor junior technical associates.
Time management skills that allow you to effectively manage multiple projects at one time.
Excellent written and oral communications skills and the ability to communicate with both clients and your team.
Patience, foresight and confidence are character traits that are beneficial for this position.
After-hours work may happen and you will need to be available some holidays for escalated tickets (all holidays needed will be scheduled in advance)
Employment type
Full-time
Referrals increase your chances of interviewing at Dega Systems by 2x