Systems Support Engineer
We are Promevo! Promevo is one of Google’s top 10 partners in the world and we’ve won Google Partner of the Year four times. Promevo provides a client first mentality by understanding our clients’ needs and selling and implementing the newest solutions from Promevo and Google to meet those needs.
In addition to Google technology, Promevo's SaaS Platform (gPanel) provides our clients with a centralized user management interface providing administrators with visibility and control over all of their users' data and settings with its robust suite of security features. We walk beside our clients to help them achieve their digital transformation and infrastructure goals by also providing Professional Services such as migrations, custom app development, fast track deployments, and white glove services.
This is an exciting time to be part of Promevo as we are growing rapidly. If you have a passion for offering application and technical support, you may be the person we are looking for as our Systems Support Engineer.
As a Systems Support Engineer at Promevo, you will respond to and resolve the support requests and service tickets by using independent judgment to determine the best solutions while still ensuring system security. Your job will include identifying, diagnosing and rectifying any issues in computer hardware, software, services, and applications. You should be able to handle complex situations based on knowledge within the application and then provide reactive and proactive support to business units while taking into consideration the critical issues to determine the best solution.
In addition to client support, the engineer has to provide technical support and troubleshoot any IT related issues. System engineering includes tasks such as enhancing and developing IT provision and system diagnostics. They assist in onboarding and decommissioning of future and former employees, while maintaining all hardware. They are responsible for QA and testing pre-release versions of gPanel with a deep understanding of impacts to our users.
By joining the Promevo Team, you will find that our company culture is at the heart of our success. Promevo’s core values center around building trust, investing in care of each other, owning our work, respecting our differences, and engaging in positive attitudes. By living out these values each day, we build supportive teams that nurture development and growth, both individually and professionally.
Our Promevo team members are committed to living out the values below:
- Build and Extend Trust – Show respect and listen. Do what you say you will do. Be transparent and dependable
- Keep it Human – Invest in relationships. Show empathy. Do right by others. Take care of yourself, your family, and each other.
- Own It – Become an expert in your role. Own the outcome. Finish what you start. Answer for the results.
- Differences Make Us Stronger – Respect Differences. Seek to include different perspectives. Learn from each other.
- Attitude is Contagious – Be fully engaged. Take pride in what you do. Spread your positivity. Courage. Energy. Passion. Purpose.
Job Responsibilities
- Providing customers with IT support via desktop solutions, chat functions, emails, and calls.
- Assisting customers with account setup and application installations.
- Ensuring optimal application functionality by configuring networks.
- Troubleshooting IT issues by asking customers targeted questions.
- Providing customers with step-by-step guidance to resolve complex technical problems.
- Following up on technical queries and providing prompt feedback.
- Prioritizing customer queries and escalating serious technical issues to IT developers.
- Documenting error reports and monitoring performance metrics.
- Relaying application functionality feedback from customers to IT developers.
- Compiling IT instruction manuals and useful IT support resources.
- Configuring Hardware for ChromeBooks, WIndows and MAC
- Assisting in maintaining network infrastructure
- Testing and approve pre released gPanel versions
- Documenting and maintaining test places for gPanel releases
- Obtaining Google certifications - Cloud Digital Leader and Workspace Administrator
Skills and Qualifications
- A bachelor's degree in computer science, information technology, or equivalent relevant experience, required
- 2-5 years of experience as a support engineer, preferred
- In-depth knowledge of Google Workspaces.
- Knowledge of IT software, hardware, and network setup.
- Exceptional ability to prioritize and diagnose IT problems.
- Extensive experience in resolving customer IT queries.
- Proficiency in documenting processes and monitoring performance metrics.
- Ability to relay important application feedback to IT developers
- Ability to test and understand gPanel releases
- Google Partner Certification - Cloud Digital Leader and Workspace Administrator, preferred
- Exceptional written and verbal communication skills.
What Promevo Offers
- Competitive base salary
- Paid major holidays
- Health, dental, and vision coverage with employer contributions
- Parental Leave
- Short term disability, long term disability & life insurance
- A competitive 401k package with employer match
- PTO that supports a healthy work/life balance
- Development and training opportunities that support career growth
Promevo LLC is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.
