About Us:
Periscope focuses on a value-based delivery model for medically vulnerable individuals that drive cost-effective medical decisions for our health plan partners. Thanks to our team’s dedication to excellence and our clients trust in our ability curate solutions to areas that matter most, we have significantly expanded our service offering by expanding our clinical expertise and clinical disciplines. Our growing national team of licensed clinical consultants and reviewers now cover over 23 million lives and approach 100,000 completed assessments in all fifty states.
Periscope’s expert, objective, and timely assessments provide clients the information they need to make accurate decisions.
Overview:
We are seeking a seasoned Senior Support Engineer to join our dynamic IT support team. In this pivotal role, you will provide comprehensive technical assistance to our end-users, ensuring optimal performance and satisfaction across our suite of software and hardware. If you thrive in a fast-paced environment and are dedicated to excellence in customer service, we invite you to apply.
Responsibilities:
- Provide rapid and effective support to end-users, addressing and resolving a wide range of technical issues.
- Ensure all tickets are responded to and resolved within designated Service Level Agreements (SLAs).
- Serve as the primary support engineer for the Atlassian software suite and administer its functionalities.
- Troubleshoot and resolve issues involving Microsoft applications, Office 365, operating systems (Windows 7-11), networking, peripherals, virtual environments, and various third-party applications.
- Document troubleshooting methodologies and outcomes meticulously to enhance the team's knowledge base.
- Regularly create and refine knowledge base articles to aid in quicker issue resolution and to minimize repeat tickets.
- Manage customer expectations through proactive communication and excellent service practices.
- Collaborate effectively with stakeholders to gather technical requirements for upcoming projects and to enhance existing systems.
- Design and implement robust project scopes and plans, optimizing technical operations and efficiency.
- Conduct thorough root cause analyses for recurring problems and develop strategic remediation plans.
- Employ automation tools to streamline issue resolution processes.
- Maintain proficiency with Microsoft 365, SharePoint, and Azure Cloud environments to support and manage these platforms effectively.
Qualifications:
- Bachelor’s degree in Information Systems, Engineering, or a related field, or equivalent recent engineering experience.
- Proficiency in English with excellent verbal and written communication skills.
- In-depth knowledge of Windows OS (7-11), MS Office suite, Office 365 administration, and basic networking principles.
- Self-motivated individual with exceptional analytical skills and a keen eye for detail.
- Capability to operate independently with minimal supervision.
- Flexibility to work weekends and after-hours as required by support demands.
Key Performance Indicators:
- Achieve a Customer Satisfaction Rating of 4.85/5 or higher.
- Efficiently close out Help Desk tickets within 1-2 business days.
- Maintain a quality and completeness of ticket content at a rate of 95% or higher.
- Contribute to the team’s resources by creating or updating at least two pieces of technical documentation each month.
Work Schedule:
- Availability to work during 9am - 5pm EST, with weekend work occasional after-hours.
Job Type: Part-time
Pay: $30-$35 per hour, based on experience
Pros:
- Remote
- Flexible schedule
- Professional development assistance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekend schedule included
United States
