Support Engineer Afternoon Intake Specialized Computer Solutions Grand Rapids

Job Title : Support Engineer Afternoon Intake
Date : 9 May 2021
Company : Specialized Computer Solutions
City : Grand Rapids

Specialized Computer Solutions Hiring 2021 - Specialized Computer Solutions call the candidates to fill Support Engineer Afternoon Intake that will be placed in Grand Rapids.

Specialized Computer Solutions Recruitment 2021

Detail of : Support Engineer Afternoon Intake Job Openings in Grand Rapids

Position Title:

Support (Intake) Engineer

Direct Reports:



IT Support


Grand Rapids

Reports To:

Service Manager

Position Summary:

The Afternoon Intake is part of the IT Support team which works under the direction of the Service Manager, and in a supporting role for the IT Team. This position provides consistent delivery of IT services to end clients and users and performs after hours server reboots for client servers.

Organizational Values:

Relationships - Relationships are at the heart of our business. Relationships are what keep clients working with us for years. It is putting clients’ needs first ahead of those of SCS. It is taking the time to communicate well (erroring on the side of over-communicating), care for, and connect with each other and our clients.

Work Together - The consistent effort of working with other likeminded individuals towards a common purpose helps us to both be a success as well as demonstrate significance in the lives of those around us. We should be considerate and thoughtful in our dealings with each other, our clients and the world at large. When someone disagrees with us or attacks us we listen, we think, and we respond calmly and clearly. We directly address the idea or the situation, not the personality or the pressure. We treat everyone with respect.

Intent Based Leadership - Good leadership is about creating an environment where people feel valued and are proud of their work. It is a place where each member of the team understands how they fit within the whole of the organization and how they contribute to its overall goals. They feel inspired, motivated, responsible, and accountable. It’s creating leaders instead of followers. Give control and decision-making power to people who have the information and trust them to make the right decision.

Ownership - Taking ownership is about taking responsibility for results and not assuming it’s someone else’s responsibility. It’s the opposite of passing the buck. Ownership means getting the job done with intent of doing it correctly the first time. We take pride in our work, we plan well and are always prepared. Simply put, we do what it takes to get the ball into the end zone.

Simplicity - Simplicity and clarity is at the core of all we do, from the way we price our services, to the solutions we implement, and to the way we run our business.

Essential Responsibilities:

  • Executes an after-hours Server maintenance schedule.
  • Reports back any issues or noteworthy observations to IT Team.
  • Provides an “SCS Wow Service” to any internal and external clients. This would include effective support of the Primary Engineers' efforts, effective collaboration with other Support Engineers, and any other roles supporting the direct delivery of SCS Wow service to clients.
  • Consults and provides feedback to Primary Engineer's (and Account Managers when appropriate), regarding recurring technical problems that clients are experiencing.
  • Promptly reveals issues to Primary Engineer’s, and takes appropriate, timely action to resolve issues effectively as directed.
  • Addresses any routine daily support needs from end clients, Primary Engineers or the Service Manager to efficiently deliver IT services in a timely fashion. Also, coordinates tasks with other departments as needed.
  • Provides phone support for the afternoon for any customers calling for assistance.
  • Completes SCS Lab work building computers and/or servers as needed.
  • Ensures server maintenance is completed for assigned clients, in support of the end client's needs and Primary Engineer's direction.
  • Follows routine troubleshooting protocols to resolve common end user issues efficiently.
  • Supports the lab which includes working with 3rd party vendors.
  • Sets up SCS Inventory with standardized image on all incoming hardware.
  • Provides efficient and effective support on routine IT issues that end users are experiencing.
  • Performs other duties as assigned.

Supervision Received:

Specific Direction: Follows established work procedures. Receives periodic checks for performance. Refers unique questions/conditions to immediate supervisor.

Supervisory Responsibilities:

No supervision: No supervisory responsibilities.

Education & Experience:

  • High School Diploma Required. Associate degree specializing in IT or equivalent work experience preferred.
  • Up to 4 years of experience in an IT support role.
  • One (1) to two (2) years of experience in customer facing roles.
  • Driver’s License required.
  • Microsoft, Cisco or Meraki certifications preferred.

Other Knowledge, Skills & Abilities:

  • Proficient understanding of interpersonal communication and is able to effectively communicate with various clients and levels of positions face to face, over the phone or on email.
  • Has current knowledge of Microsoft products, including an in-depth understanding of Windows Server and Active Directory, Windows Desktop OS, Office & Office 365, etc., plus related commonly used technology such as Cisco and Meraki, Datto, RMM, etc.
  • Ability to win others over with well formulated and reasoned recommendations and strategies.
  • Comprehensive understanding of effective troubleshooting skills, and ability to demonstrate those skills in solving common IT issues in a fast paced and high volume environment.
  • Uses care with any company provided equipment or tools which are assigned for use, whether temporarily or long term.
  • The successful individual will have a grasp of general IT skills and aptitude enough to understand and quickly resolve common IT problems experienced by end users in the SMB market.
  • Must be a team player capable of winning the confidence of end users, Primary Engineers, the Service Manager, etc. as they efficiently and effectively solve routine IT issues and support the end clients

Core Competencies:

  • Empathetic: Ability to identify with or be sensitive to the feelings and experiences of others.
  • Judgement: Ability to form sound opinions or make decisions by evaluating available information and making sensible conclusions.
  • Organized: Ability to be structured and methodical in working skills, balancing multiple projects, and prioritizing.
  • Task Completion: Ability to complete assigned tasks accurately and efficiently, following set procedures and following up when necessary.
  • Team Player: Ability to be an active participate of a team and move the team toward the completion of goals.

SCS provides its staff with a positive, high-energy work environment. We know that the company’s success depends on how well we serve our clients, and that this level of service will be determined by the quality of people that make up our firm. As such, we seek out, and only accept the best. We work with all our staff, every week, to improve their skills and train them on new technologies as well as broadening their skill set to new areas both technical and non-technical.

This job description does not list all duties of the job. Employees may be asked by management to perform other duties as needed. The Company reserves the right to revise this job description at any time. This job description is not a contract for employment and does not infringe upon the Company’s at will employment status.

If the preceding describes an appealing environment and acceptable requirements and responsibilities, please submit your resume for consideration.

Job Type: Full-time

Pay: $13.00 - $19.00 per hour


  • 401(k)
  • 401(k) matching
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Retirement plan


  • 8 hour shift

Work Location:

  • One location

Work Remotely:

  • No

For more detail information, please refer official source from Specialized Computer Solutions on following link below :

Notes :

  • Only qualified candidates that meet with the above requirements would be processed in this recruitment.
  • Only short listed candidates will be notified.

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