Support Engineer I

Summary:

Companys IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from Company Corporate and its subsidiary employees worldwide. The successful IT Support Associate II will be customer-focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and demonstrate the ability to maintain high levels of productivity while maintaining quality support.

Responsibilities:

• Provide basic technical support to Company Corporate employees worldwide.
• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, and ticketing system, all in a timely manner, in accordance with organizational standards.
• Diagnose and troubleshoot end-user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes, and following up to ensure the problem has been resolved.
• Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
• Inform customers of needed repairs and answer basic questions. Ensure that customers understand and are satisfied with work completed.
• Follow all standard operating procedures (SOP) through the effective use of knowledge management.
• Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
• Assist with activities to triage and escalate any system or network outage to reduce downtime.
• Assist with remote assistance in Teleconferencing systems and AV presentation equipment.
• Adherence to shift schedules and timeliness are key requirements.
• Willingness to work flexible shifts and scheduling, weekends, and holidays.

Requirements:

• 2 years of experience supporting Windows, Mac, and/or Linux Operating systems in a corporate setting.
• High school or equivalent diploma.
• Associate degree in Computer Science or related field or equivalent experience.
• 2 years of experience in a help-desk or desk-side environment.

Required Skills:

• Experience in Windows and Mac OS environments.
• Strong verbal skills with proven ability to communicate with technical and non-technical staff.
• Ability to work both independently and within a team environment.
• Display a commitment to quality and strong multi-tasking skills.

Preferred Skills:

• Bachelor&rsquos degree in Computer Science or IT-related field.
• Microsoft MCSE, MCITP Systems Administrator (Active Directory).
• Advanced Linux systems administration skills.
• Strong troubleshooting skills of very complex systems.
• Ability to explain complex IT concepts in simple terms.
• ITIL Foundation Certification.

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