RESPONSIBILITIES:Kforce has a client that is seeking a SCEM Support Engineer in Irving, TX.
Overview:SCEM Support Engineer will be accountable for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage your cases over the phone and Web. When needed, you will transfer your cases to your colleagues or involve subject matter experts or escalate to Engineering (Product Groups) or Management. Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service oriented professional. The SCEM Support Engineer will be given the opportunity to become a subject matter expert in one of more areas and receive guidance and mentorship from your colleagues.Core Responsibilities: SCEM Support Engineer will be available to take ownership of new cases and escalations via telephone and Web and provide support to enterprise customers and partners Scope a customer's issue by collecting the relevant facts; Investigate the problem by doing your own research and by involving other teams as needed Consult and collaborate with your immediate peers or colleagues around the world; Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed; Collaborate with management and engineering to resolve service issues Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments As a SCEM Support Engineer, you will document your technical work and research in detailed and comprehensive manner Prioritize your work to accomplish the most important and urgent requests firstREQUIREMENTS: Experience working with System Center Products 2012 R2 - 2019 (System Center Operations Manager, Virtual Machine Manager, Orchestrator or Service Manager environments) Experience with Power Shell Familiarity with SQL Experience building relationships with customers Strong customer service, communication, problem-solving and interpersonal skills Self-motivation and an ability to use initiative Flexibility and ability to adapt to ambiguous and changing situations Ability to manage high pressure situations Fluent in English (written and oral) is mandatory Windows Server is very desirable Linux experience is very desirableKforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.