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This role supports our client’s (in Palm Beach Gardens) internal or and external clients on a vast array of technical products and/or services. A Level I Operations Engineer will troubleshoot and repair technical products in an effort to resolve problems while using their technical expertise and the company’s diagnostic tools.


• Provides friendly, courteous, and quality support to all users

• Respond to incoming telephone calls, voicemails, web-submissions, emails, chats, and face to face requests for assistance from users experiencing problems

• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e. client specific applications, printers, workstations, etc.) using the company’s call tracking system

• Route and escalate incidents & work orders to appropriate resources

• Research questions, technical issues, error messages, etc using available information resources

• Follow all IT Support and related procedures

• Identify and escalate situations requiring urgent attention to management

• Stay current with fundamental operations of relevant software, hardware and other equipment


• Knowledge and experience of customer service practices

• Technical aptitude with strong PC literacy skills

• Ability to learn and apply technical information in a fast-paced, demanding work environment

• Ability to handle a large call volume

• Able to read and understand technical manuals and procedural documentation

• Ability to type 60 words per minute

• Working knowledge of relevant software, hardware and other equipment, including but not limited to:

• Windows XP/Win7

• Proficiency in MS Office 2007/2010

• Printer Support (TCPIP settings, etc)

• Installing network printers and Troubleshooting printer connectivity problems.

• Password resets, account activation/deactivation

• Understanding of SMTP, HTTP

• Able to use Remote Sessions (LogMeIn Rescue, VNC, etc.)

• Google Apps for business – nice to have, not required

• Knowledge of relevant call tracking applications

• BMC Service Desk Express v 10.1 (Remedy) – nice to have, not required


• Highly self motivated and directed; takes initiative

• Strong written and oral communication skills

• Effective listening skills

• Strong organizational skills

• Keen attention to detail

• Proven analytical and problem-solving abilities

• Strong customer service skills

• Ability to work both independently and in a team-oriented, collaborative environment

• Good interpersonal skills to build effective relationships with all organizational levels

• Maintain calmness under pressure

• Ability to adapt to your surroundings, situations, and change

• Strong enthusiasm and desire to learn

• Focused on continual improvement

• Ability to follow policies and procedures


• Sitting for extended periods of time

• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects

• Physically able to participate & facilitate in training sessions, presentations, and meetings

• Flexibility to accommodate Support Desk’s off hours of operation, open seven days-a-week, including holidays

• Flexibility to directly assist with any other tasks not specifically mentioned at the discretion or request from a member of management