VALIN JADE MEYER

Senior Systems Engineer – Role Overview

Key elements Responsibilities

• Serve as a key escalation point beyond first-line system technicians, receiving more complex technical inquiries and support escalations (SimplyHired).
• Diagnose, fault-find, and resolve escalated hardware and software issues, leveraging deep knowledge of Stowe and third-party systems (Indeed).
• Understand low-level network communications and data structures to solve advanced configuration or integration problems (Indeed).
• Provide professional, proactive updates to customers, monitor outstanding tickets across teams, and step in on service issues when service levels degrade (SimplyHired).

Training & Leadership

• Mentor, train, and coach junior system technicians and support staff, helping them grow and handle support workloads effectively (SimplyHired).
• Recognize recurring customer issues, escalate internally, and recommend improvements to reduce ticket recurrence.

Customer & Stakeholder Engagement

• Act as a liaison between support, other internal departments, and external service providers to resolve complex or vendor‑related issues
• Led successful system upgrades by creating detailed implementation plans and coordinating resources effectively.
• Escalate cases where technical resolution is outside of your scope, ensuring accountability and customer satisfaction.

Act as the first point of contact for IT support requests via phone, email, and tracking system.

Diagnose and resolve basic hardware, software, and network issues.

Technical Responsibilities

Diagnose, fault-find, and resolve issues on PCs, networks, and related infrastructure (Windows 7, 8, and 10 environments).

• Evaluated system logs and error reports to identify root causes of issues, implementing corrective actions to prevent recurrence.

· Assist with site network installations and on-site support when required.

· Administrative and Process Tasks.

· Open and log support cases accurately, ensuring no duplicate tickets.

· Fill out all auxiliary fields (call-source, severity, etc.) in ticketing software.

· Capture clear notes on resolution attempts and escalate if needed.

· Communication & Customer Service

· Provide courteous, clear communication with customers.

· Give timely updates and set realistic expectations.

· Recognize patterns in frequent issues and report them to your team leader.