FAQs
What qualifications are required for the System Engineer position?
Excellent communication skills, strong technical knowledge in troubleshooting operating system issues, and a willingness to learn new technologies are required.
What types of issues will I be troubleshooting?
You will be troubleshooting issues related to Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications.
How will I communicate with customers?
Communication will occur through incoming calls and email responses in a timely manner.
What should I do if I cannot resolve a customer's issue?
If you cannot resolve a customer’s issue, you should identify and escalate it to supervisors or the appropriate resources for further assistance.
Is there a process for documenting customer interactions?
Yes, you should document all call information according to standard operating procedures and complete call logs and reports.
Will I be expected to create any documentation?
Yes, you will be required to create Standard Operating Procedures (SOPs) for new issues and resolutions as they arise.
How will I handle irate customers?
You will be expected to empathize, pacify, and handle irate customers with exceptional communication skills.
Are there opportunities for professional development in this role?
Yes, there are opportunities to learn new technologies and improve troubleshooting skills.
How do we track customer complaint trends?
You will recognize, document, and alert the management team of trends in customer calls.
Is remote support a part of this job?
Yes, you will provide remote support to troubleshoot and resolve customer issues.