Technical Services Engineer I

Technical Services Engineer I is an entry-level position and works primarily with end users to provide support and complete documented, process tasks as needed. They provide technical support services either remote (phone, email, web-chat) or in person. In this position, you’ll work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount.

Hours are Monday-Friday, 8am-5pm ET, and providing on-call/after hours, including weekends, when necessary.

What You'll Do:

• Provide first contact end-user support via telephone, or email
• Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way
• Record, track, and document the service desk incident within the ticketing system
• Collaborate with other members of the team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed
• Provide first-tier support to end users for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, VPN Clients, Spam Filtering, and hardware troubleshooting
• Add users, remove users, reset passwords, and change folder permissions
• Basic understanding of how IP addresses, subnet masks, gateways, and DNS addresses work
• Providing on-call/after hours work when necessary; including weekends

What You'll Bring

• Experience working with Office 365 Suite (Exchange Online, SharePoint Online, Teams) from an user/helpdesk administrator perspective
• Experience with Windows 10 and 11/Mac OS X/iOS and Android Devices in a corporate environment, including AzureAD Domain Join and Autopilot
• Understanding of server and network device hardware and functions
• Preferred Technical Certifications: CompTIA A+, Network+, Security+, Microsoft 365

• Ability to understand and adopt the principles of C3’s Core Values
• Stellar written/verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues
• The ability to diffuse potentially difficult situations with angry or unpleasant clients on a regular basis
• Sound judgement and decision-making skills to be able to independently make decisions that affect customers without always being able to consult with a supervisor
• The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service level Agreement (SLA) driven environment
• The ability to perform a variety of duties, often changing from one task to another of a different nature
• A strong attention to detail so work is accurate and complete
• An Associate or Bachelor’s degree in Information Technology or related field preferred
• Veteran preferred 

What You'll Get

• To be a part of one of the fastest-growing companies in America, and a talented team to back you up
• An awesome culture, backed up by winning several Best Places to Work awards
• Remote work opportunities
• Medical, Dental, Vision Insurance
• Four Weeks of Paid Time Off (vacation & sick leave)
• Four weeks of Paid Maternity and Paternity leave
• Two days of Paid Volunteer Time
• 401(k) with 4% Company Match
• Company Bonus Structure
• Tuition Reimbursement
• Employer-sponsored Disability & Life Insurance
• Professional Development

This a remote US-based position with minimal travel. 

 

C3's Core Values:

• Team Human: Respecting all humans is a critical part of who we are at C3. We practice integrity in all interactions, we empathize with others, we create a supportive work environment, and we support the communities in which we live and operate.
• Security First: At the cornerstone of our business, we prioritize security above convenience, cost or efficiency. A “security-first” approach means we practice what we preach and we lead by example for our clients.
• Be an Advocate: We are passionate in our advocacy for our customer’s success and a path to the best solution for their business. We embrace feedback, put ourselves in your shoes and advocate for your interests as our own.
• Embrace Change: It's a practical necessity in an industry that never stands still. As a new entity born from the merger of two top-ranked CMMC-focused IT services companies, we're keenly aware that our success hinges on our ability to adapt - whether that means integrating new platforms, refining processes, or keeping pace with changin