Response Center Engineer I

Role Overview

The Response Center Engineer is the first line of response for incoming customer issues, ensuring timely and effective resolution of tickets and queries. This level requires a high level of technical expertise combined with exceptional communication skills to deliver outstanding customer experience.

Experience Level

Needs help often with more complex tickets; working towards independent resolution with manager guidance.

Key Responsibilities

1. Reactive Support: Address incoming customer tickets and calls with guidance, providing effective solutions for straightforward issues. Escalates complex issues appropriately.
2. Ticket Ownership: Pull tickets off the support board and follow through to resolution, seeking assistance when needed for complex problems.
3. Communication: Maintain clear communication with clients throughout the ticket lifecycle, keeping them informed of progress.
4. Customer Experience: Handle each customer interaction professionally, aiming for high customer satisfaction.
5. Documentation: Contribute to and improve client documentation under guidance.

Ticket Hygiene: Accurately select agreements, Type/Subtype/item, and statuses for all assigned tickets.

Required Skills & Certifications

Certifications Required

• Relevant Microsoft Certification (determined in collaboration with manager)
• Networking Fundamentals
• Network+ (CCNA as option)

Soft Skills

• Good customer service and communication skills
• Ability to troubleshoot and support client issues with some assistance for complex issues
• Good time management skills Low level desktop support engineering — apps and performance

Technical Skills

• Low level cloud service support (e.g., O365 SharePoint, Gmail/Google Apps)
• Basic Network Troubleshooting
• Basic DNS and DHCP Troubleshooting
• Basic server support

Success Metrics

Performance in this role is measured through the following key performance indicators

1. Customer Ticket Engagement: Average of 5.6 hours/day (70% of time) dedicated to customer tickets (NC/NB/B).
2. Billable Time Utilization: Average of 4.4 billable hours/day (55% billable time).
3. Ticket Resolution: Close an average of 5 tickets per day.
4. Call Handling: Answer between 3–6 calls per day.
5. Service Level — Calls: Answer calls before they hit 5 minutes of queue time.
6. Service Level — Tickets: Pick up and begin working on tickets within 1 hour of assignment.