Job Description

Job Title: Systems Engineer I and II

Role: Systems Engineer I and II

Compensation: ? 10LPA - 25LPA

This is a remote position

Position Description and Purpose: Perform technical work autonomously and as part of TurnPoint Technology Helpdesk team including working on assigned tickets and escalating client flags or tech issues as appropriate to managers. Monitor own workflow, billable time, and project tasks. Accountable for accurately performing technical work and thorough internal documentation through to successful resolution and closure. Accountable for escalating key executive and tech issues appropriately to managers.

• Technical Responsibilities - 90%:

• Act as liaison between clients and technical staff.
• Perform daily client work remotely
• Function as client interface on phones and ticket thread intake including:

• Provide support Monday - Friday, 4PM-1AM PT and periodic after-hours work as required.
• Perform tech tasks as self-assigned and assigned by tech managers.
• Proactively identify, prioritize, diagnose, troubleshoot issues and deliver accurate tech work.
• Walk clients through the problem-solving process in plain language terms, on their tech level.
• Create, review and maintain tasks owned by self for support of client projects.
• Maintain awareness of current work and status, managing tasks through to successful closure.
• Create tasks, to contribute to client onsite visits and related meetings.
• Ensure proper recording, documentation, and closure of all client inquiries using online tools.
• Effectively utilize online tools: ZenDesk, Asana, AirTable, OneNote and other tools as required.
• Monitor and update all assigned tickets on a daily basis.
• Record and document tech processes to contribute to TurnPoint Tech Manual.

• Leadership Responsibilities - 8%:

• Exemplify and champion superior client communication and service.
• Emphasize quality, continuous improvement and high performance.
• Enact and champion company policies.
• Track, route and redirect issues to correct resources and internal team for support.
• Balance support ticket threads, task execution and project work for timely completion.
• Escalate unresolved client queries to the next level of support properly and in a timely manner.
• Adhere to workflow best practices: attention to detail, thoroughness and follow-through.
• Train and mentor the tech team.

• Special Position Requirements - 2%:

• Obtain and maintain technical certifications as required.
• Other duties as assigned.