Kentro · 5 months ago
Customer Service Engineer (VA ESOM - IRP)
Hines, Illinois, United States
Full-time
Hybrid
Mid Level
$28.37/hr - $32/hrKentro is a company dedicated to innovation and collaboration, and they are seeking an experienced Customer Service Engineer. The role involves providing comprehensive onsite and remote support to IT customers across all VA Administrations and special program offices.
Information Technology & Services
Responsibilities
Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction
Assist in delivering both remote and desk-side technical support, responding to IT support tickets, and performing diagnostic and repair activities on both hardware and software components
Aid in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests
Assist in the maintenance of Active Directory and other system accounts, support connectivity and client applications, and assist in the configuration and support of local and wide area network services
Monitor open tickets in VA’s ServiceNow customer incident ticketing system to ensure adherence to business processes, and any discrepancies identified shall be reported with proposed corrective actions for approval before implementation
The work environment involves both sedentary and active elements, requiring careful handling of electronic components and adherence to safety precautions to prevent injuries or equipment damage
Utilize debugging protocols and processes
Troubleshoot problems and issues identified by customers and implement corrective actions quickly
Facilitate equipment returns, deployments, unboxing, inventorying, and verification
Possessing the physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling to navigate through facility spaces to access and repair equipment
Stand and move throughout the work area for prolonged periods
Qualification
Required
Experience conducting routine system administration tasks and logging data in system admin logs
Ability to quickly respond to end-user requests for assistance when existing manuals and scripted responses are insufficient
Experience in installation, maintenance, testing, and troubleshooting of computer systems and equipment
Ability to assist in delivering both remote and desk-side technical support
Experience responding to IT support tickets and performing diagnostic and repair activities on both hardware and software components
Ability to assist in setting up and maintaining user accounts and interfacing with other software applications
Experience in compiling reports and responding to customer requests
Ability to assist in the maintenance of Active Directory and other system accounts
Experience supporting connectivity and client applications
Ability to assist in the configuration and support of local and wide area network services
Experience monitoring open tickets in VA's ServiceNow customer incident ticketing system
Ability to utilize debugging protocols and processes
Experience troubleshooting problems and issues identified by customers and implementing corrective actions quickly
Ability to facilitate equipment returns, deployments, unboxing, inventorying, and verification
Physical capability to handle demanding tasks such as lifting equipment up to 50 pounds and bending, twisting, squatting, reaching, climbing, and crawling
Ability to stand and move throughout the work area for prolonged periods
Active listening skills to understand customer needs and concerns fully
Clear verbal and written communication skills to explain technical issues in simple, customer-friendly language
Empathy to show understanding and patience with frustrated or non-technical customers
Ability to develop trust and rapport with customers and colleagues
Professional demeanor to represent the company with courtesy and confidence in all interactions
Proactive attitude to anticipate customer needs before they escalate into issues
Continuous improvement mindset to seek feedback to improve both personal performance and customer experience
Ownership to take responsibility for resolving issues from start to finish
Benefits
Expense reimbursements are paid out weekly.
Per diem for meals and lodging will be provided for overnight stays based on the GSA Per Diem Rates for that location.
Company
Kentro
IT Concepts has transformed into Kentro - your center for innovation, excellence, and growth.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase