Customer Success Engineer (Desktop Support/End User Support)

General Description

Customer Success Engineer is responsible for providing technical support and maintaining computer systems, desktops, and peripherals while serving as a primary IT point of contact for an assigned portfolio of customers. The role includes building relationships with assigned departments, proactively addressing their technology needs, participating in and leading IT projects, and taking ownership of assigned systems and technologies.

Essential Functions

• Demonstrates advanced knowledge of PC and desktop hardware and internal components.
• Serves as the primary IT point of contact for an assigned portfolio of customers providing technical assistance, coordinating support needs, and maintaining ongoing communication regarding issues, requests, and technology needs.
• Determines the best solution based on issues and details provided by customers.
• Maintains primary ownership of assigned systems and technologies, ensuring ongoing functionality, coordinating necessary changes or repairs, and following issues through to resolution.
• Deploys and configures new and replacement devices using Microsoft Intune and Windows Autopilot, ensuring systems are properly provisioned, secured, and ready for end-user use.
• Directs unresolved issues to the next level of support personnel.
• Installs, configures, and maintains desktops, laptops, printers, and other endpoint devices.
• Supports Cisco Webex Room Bar and Logitech conference room equipment.
• Manages and configures Cisco Webex VoIP desk phones, including lines and sidecars.
• Provides mobile device support through Microsoft Intune for both corporate and personal devices.
• Administers workstation patching and vulnerability remediation through Action1, CrowdStrike, and Tenable.
• Documents incidents, resolutions, and system updates accurately in the ticketing system.
• Delivers excellent customer service with clear communication, proactive follow-up, and a keen eye for details others might overlook.
• Ensures compliance with IT security standards and patching policies.
• Demonstrates excellent communication skills.
• Must have exceptional organizational and time management skills.
• Demonstrates regular, punctual attendance and adheres to policies and procedures.
• Required to be on-site a minimum of 5 days per week.
• Receives instructions, prioritizes tasks, and completes duties assigned by manager.
• Performs all duties following the organizational chain of command.
• Performs other duties as assigned.
• Must present a professional office appearance.
• Ability to focus and work with frequent interruptions; displays emotional control under stress.
• Ability to move around the office, sit for long periods, and lift 50 lbs.
• Ability to lift and transport moderately heavy objects like computers and peripherals.

Minimum Qualifications

• High school diploma or equivalent.
• Five or more years' experience in a related role.
• Must have extensive equipment support experience.
• Must have proven experience as a help desk technician or another customer support role.
• Experience using and troubleshooting common issues within a Microsoft environment.
• Must have proficient ability to use standard office equipment such as computers, phones, photocopiers, scanners, and fax machines.
• Excellent ability to use Microsoft products and Active Directory.

Company offers a Pension Program ****