Job Openings Technical Support Engineer

About the job Technical Support Engineer

Our US Partner Client is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.

As a Technical Support Engineer, you will have responsibility for remote client support, as well as infrequent onsite support, including heavy interaction with end-users in diverse computing environments.

This is a full-time role, on a US shift and on a Work in the office set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES AND RESPONSIBILITIES:

  • Ability to handle diverse computing environments in a wide cross section of business clients

  • Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution

  • Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause

  • Sets client expectations appropriately throughout the troubleshooting process

  • Utilizes appropriate software utilities and and vendor or application specific tools to provide fastest resolution of customer incidents

  • Monitor the Remote Service Center (RSC) Service Board for newly created service tickets

    • Prioritize tickets created

    • Follow best practices for escalating tickets to Tier 2 engineers

  • Communicate steps taken during troubleshooting and resolutions through clear non-technical communication

  • Demonstrate the correct level of urgency while resolving client incidents

  • Resolution of incidents/requests related to, but not limited to the following:

    • Mail Application/Office 365 issues

    • Client/Server Connectivity issues (per SOP)

    • Time Sensitive and VIP Workstation incidents

    • File Restores

    • Remote Access incidents (Citrix and Terminal Services)

    • Password Resets

    • Networked Printer Issues

QUALIFICATIONS:

  • At least 3-5 years of solid desktop support experience

  • Knowledge of mobile device configurations and troubleshooting

  • Experience installing, troubleshooting and customizing Microsoft Office including Outlook configurations

  • Experience troubleshooting workstation hardware issues

  • Knowledge and experience with Active Directory

  • Strong problem-solving skills with the ability to prioritize and coordinate tasks

Other Preferred Technical Knowledge:

  • In depth knowledge of Windows OS (7, 8.1, 10, etc.)

  • Experience with Windows Server

  • Experience with monitoring and remote management tools

  • Experience with Apple OS

  • Experience with VMWare

Preferred Certifications:

  • CompTIA Net +

  • Microsoft: MCP/MCITP/MCSA