At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.
We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. These five traits are the key to achieving our purpose: Honesty, Reliability, Curiosity, Collaboration, and Passion.
About the role and what you’ll be doing: The Senior Client Support Engineer-2 is responsible for providing phone facing and remote support to end users, addressing technical requests, troubleshooting issues, and ensuring a high level of customer satisfaction. This role involves responding to service requests, managing incidents, and collaborating with technical teams to resolve problems efficiently.
- Serve as the first point of contact for clients seeking technical assistance via phone, email, or ticketing system.
- Perform domain user account administration password resets, and client contact administration.
- Provide remote support for issues related to but not limited to network connectivity, email, OS or software, hardware, Citrix, and Microsoft products.
- Escalate unresolved issues to appropriate technical teams in a timely manner.
- Document all service requests, incidents, and resolutions in the ticketing system.
- Adhere to service level agreements (SLAs) and prioritize requests according to established guidelines.
- Provide continual review and process improvement recommendations to enhance service quality.
- Maintain a professional and customer-focused approach in all interactions.
We want all new Associates to succeed in their roles at Ensono. That’s why we’ve outlined the job requirements below. To be considered for this role, it’s important that you meet all Required Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.
Qualifications:
- Strong communication and interpersonal skills.
- Basic technical knowledge of operating systems, user account management, and common IT infrastructure.
- Experience with ticketing systems and service desk operations is preferred.
- Ability to troubleshoot and resolve technical issues efficiently.
- Customer service orientation and problem-solving skills.
Why Ensono?
Ensono is a place to make better happen – for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place you can do it.
We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on a client site, you can choose to work from home or in our Ensono offices.
Some of our benefits include:
- Unlimited Paid Days Off
- Three health plan options through Blue Cross Blue Shield
- 401k with company match
- Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts
- Paid Maternity Leave, Paternity Leave, and Sabbatical Leave
- Education Reimbursement, Student Loan Assistance or 529 College Funding
- Enhanced fertility coverage
- Wellness program
- Depending on location, ability to take advantage of fitness centers
As of the date of this posting, a good faith estimate of the current pay scale for this role is $30.00 to $39.90 hourly based on a full-time schedule. Please note that placement in the range may vary based on numerous factors including but not limited to skills, experience, internal equity, and business needs. In addition to base salary, other compensation programs, depending on eligibility, include an annual bonus plan based on company and individual performance, and an equity grant under our Associate Equity Appreciation Program.
Ensono is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment to our Associates and building a diverse and inclusive workforce. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or other legally protected basis, in accordance with applicable law.
Pay transparency nondiscrimination statement/posting OFCCP’s pay transparency policy can be found on OFCCP’s website.
If you need accommodation at any point during the application or interview process, please let your recruiter know or email USTalentAcquisition@ensono.com.
