Hctec - Winston-Salem, NC
posted 3 months ago
The Solutions Engineer at HCTec is a pivotal role responsible for managing infrastructure projects and systems, both internally and for clients. This position requires the timely, enthusiastic, and satisfactory completion of remote helpdesk and onsite support for HCTec's technical managed services clients, as well as addressing HCTec's internal IT needs. The role involves managing customer and employee queries, troubleshooting, and diagnosing IT issues, necessitating the ability to work independently and collaboratively in a fast-paced and demanding environment. As the face of HCTec, the Solutions Engineer is entrusted with making significant decisions on behalf of the company for clients, which requires maintaining a trusted business relationship with the client management team while upholding the highest ethical and professional standards. Essential functions include managing IT Helpdesk requests for both internal and client needs, overseeing the workflow processes of IT Support Desk Analysts, and ensuring that user accounts are set up or disabled appropriately and on time. The Solutions Engineer is responsible for ensuring that support requests are addressed efficiently and effectively, managing expectations for walk-up requests at client locations, and following through with escalated support tickets. Documentation of all calls and ticket information is crucial, as is ensuring customer satisfaction through prompt, accurate, and courteous service. Additionally, the Solutions Engineer manages the allocation and maintenance of IT equipment, ensuring that all network and server hardware is properly set up and functioning. This includes diagnosing and repairing any malfunctions, performing various projects for network and server implementations, and analyzing VOIP troubleshooting and setup. The role also involves diagnosing network and server hardware and software issues, prioritizing and escalating issues as necessary, and utilizing organizational skills to manage workload and customer expectations effectively.