Collaboration Support Engineer

We aren't a startup (we're 20 years young), and we aren't a Fortune 1000 company. We're in the sweet spot: big enough to compete for any client in our target market and small enough to be nimble and not bogged down by corporate bureaucracy.

Culture is incredibly important to us and to you. Really. Everybody says they have a great culture, but unfortunately, it doesn't always mean it's true. We think intensely about our culture. Does that mean ours is perfect? It's not, but what it does mean is that we talk and strategize about it constantly and hold a very high bar for teamwork and our values, making Fidelus an exceptional and fun place to work. Why? Because it benefits you and our clients.

Fidelus is a best-in-class technology solutions provider. Our clients are a who's who in some of the most demanding environments like large legal and healthcare organizations. Do they love us? Well, you decide: our Net Promoter Score (NPS) is a whopping 70 vs. the industry average of 37!

We are currently hiring for the following shift:

• Thursday through Sunday 6:30 PM - 4:00 AM
• During US Daylight Savings time the shift will change by 1 hour to: 5:30 PM - 3:00 AM

Requirements

The Level-1 Support Engineer is an entry-level technical support triage and troubleshooting engineer. You will serve as the frontline for newly reported issues, client escalations and proactive monitoring alerts. As Level 1 Support, you will act as a client-facing point of contact that is responsible for the initial information gathering, categorization and prioritization of newly reported issues and requests. In addition, you will be responsible for reviewing events received via proactive monitoring and ensuring those events are triaged into support tickets.

What You'll Do:

Level-1 Triage:

• Consistently logged in to the client service queue and in an available state when on-shift
• Consistently answering calls to the client service queue when presented and available.
• Respond appropriately and in a timely manner to proactive monitoring, escalation requests and/or customer reported issues.
• Identify NEW, ESCALATED and UNASSIGNED tickets within the ticketing system and assign them to the appropriate internal resource based on time of day, priority, and complexity.
• Consistently assign new Incidents to the appropriate resource to address the concern.

Event Management

• Understand and consistently follow the documented Event Management Process when performing triage activities.
• Identify and respond to proactive monitoring Events and keep the Event Console up to date.
• Responsible for categorizing and organizing Events into a ticket.
• Ensure that all Major and Critical Events generated during the shift are acknowledged and associated to a ticket.
• Ensure that monitoring is suspended and restored for all Change and maintenance tasks.
• Identify and escalate monitoring issues to the monitoring platform Administrator when appropriate.

Level-1 Incident Management

• Perform 1st level technical analysis and info gathering for all new moderate and low-priority tickets.
• Perform 1st touch remediation efforts on moderate and low-priority tickets without the need for frequent re-work by leveraging internal knowledge and collaborating with your peers.
• Escalate tickets after 1st level remediation efforts are unsuccessful and avoid client dissatisfaction.
• Validate ticket details such as issue description, location, asset(s) and priority are accurate and update as required to correct errors and reflect current status.
• Ensure ticket updates and client communications are detailed and contain all relevant information such as time worked, current issue status, steps taken and action plan.
• Ensure ticket resolution notes accurately reflect the correct close and resolution codes and summarize the steps taken to resolve the issue being investigated.

Request Fulfillment

• Accurately follow directions and execute simple administrative moves, adds changes and deletions on Collaboration and Networking components per the client’s documented standard configuration.

Qualifications:

Experience:

• Service Desk: 1 - 2 YEARS
• Industry: 1 - 2 YEARS
• Preferred - Cisco Collab Engineering: 1 - 2 YEARS

Education or Training:

• Preferred - Bachelor of Science in a related field or equivalent work experience

Certifications:

• Preferred – Cisco Certified Network Associate (CCNA), ITIL Foundation.

Knowledge, Skills and Abilities

• Expected to understand, be familiar with and maintain working knowledge regarding the use of ServiceNow ITSM, ScienceLogic monitoring, Uplinx Reporting tool and related software or other tools required to deliver the support service after on-boarding.
• Should be proficient with standard office productivity tools such as Microsoft Word, Excel and Outlook.