Sr. Technical Support Engineer

Overview

Contributes and assists in coordinating overall service response assist with all technical related issues including software installations, hardware malfunctions, and network failures. Serves as lead the L2 technical support team, liaising between the IT Service Delivery Manager and the rest of the technical support staff. Eager to learn and innovate.

Responsibilities

• Fields incoming service requests and deploy solutions accordingly
• Evaluates user needs, defines technical problems, and works with various departments to escalate solutions in a timely manner
• Provides walk-up assistance to customers who may need in-person support
• Develops documentation to help improve Service Management ecosystem
• Deploys new or refreshed computers and assists customers with post install configurations
• Deploys end user operating system and other 3rd party software updates to end user computing systems
• Cross trains with teams at the next levels to develop specializations
• Assists with the management and maintenance of IT inventory and asset tracking
• Performs installs, moves, adds, and changes of all approved end user hardware, software, and applications for local and remote personnel
• Participates in projects, including technology refresh, deployments, and office IMAC (installs, moves, adds, and changes)
• Provides remote support and assists L2 support team to resolve issues reported from other locations
• Supports and assists L3 Infrastructure team to provide onsite troubleshooting network and infrastructure related issues
• Supports and troubleshoots meeting room technology and AV equipment, ensuring smooth operation for meetings and presentations
• Provides support for printing related issues, coordinating with the print service provider to ensure reliable and seamless printing services for end users
• Provides after-hours support as needed for high severity situations
• Perform other duties assigned by leadership
  
  

Qualifications

• Professional degree or an equivalent combination of education and experience
• Certification in one or more of an accredited Windows certification body (Microsoft, CompTIA) required
• Typically, 5 years of experience supporting complex IT systems
• Experience in MS Office Suite, including Excel, Outlook and Word
• Proven track record of unprompted consistent improvement
• Strong technical and computer skills to resolve software and hardware issues
• Strong customer service, interpersonal skills and the ability to interact with all levels of staff
• Strong work ethic and eagerness to produce high quality, accurate results
• Ability to hold sensitive information with a high level of confidentiality and integrity
• Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing
• Ability to proactively solve problems and apply innovative solutions
• Ability to work and collaborate in a team environment, and ability to work independently and prioritize work
• Ability to work on multiple projects at the same time
• Ability to effectively meet deadlines at expected quality
• Ability to lift IT equipment such as monitors and servers, weighing up to 20 pounds
• Ability to bend and/or stoop to access cables under desk or in server racks
• Ability to read small print, recognize color-coded cables, and distinguish sounds or alarms
• Travel may be required
  
  

If you currently work for HKS, please submit your application via the Internal Careers Portal.

HKS is an EEO/AA Employer: M/F/Disabled/Veteran