What are the responsibilities and job description for the Tier 2 Executive Support Engineer position at IntePros?
Tier 2 - Executive Support Engineer
Minimum Knowledge And Experience
Minimum Knowledge And Experience
- Provide professional, consistent and responsive support services across the organization following Help Desk processes required to deliver high quality customer service.
- Provide “Level II” support for desktops (hardware / software), business applications, peripherals (e.g. printers, scanners…) and the network.
- Use troubleshooting experience, available documentation and best practices to diagnose hardware, software and production application issues to resolve customer issue on initial contact.
- Log all calls and document actions / issue resolution using Service Now application.
- When required, escalate calls to appropriate resources.
- Configure desktops (hardware / software) for new users.
- Configure, troubleshoot, setup and upgrade cell phones for users.
- Perform software / hardware upgrades.
- Troubleshoot corporate technology including; desktop computers, laptops, printers, etc.
- New and existing employee set up (creating accounts, configuring desk tops).
- Log all hardware new and re-issued in Service Now when issued, in maintenance or retired and disposed.
- Participate in the on-call rotation for after hours service calls.
- Bachelors Degree or equivalent work experience.
- Proven ability to adapt to innovative technologies and tools that create efficiency and accelerate change.
- Demonstrated capability to represent our client as a credible ambassador to regulatory bodies, the client, and senior stakeholders.
- Ability to influence wider organizational culture through systemic, sustainable approaches.
- Key personal traits: forward thinking, proactive, resilient, sound judgement, innovative where required, driven by a relentless pursuit of excellence.
- Excellent written, verbal, communication, interpersonal, and presentational skills
- Ability to diagnose and troubleshoot common hardware problems on a personal computer
- Ability to install software
- Customer Service skills, including active listening, de-escalation and excellent oral and written communication.
- Ability to re-image computers and set up user workstations
- Ability to research issues and common problems independently
- Ability to reset user passwords and create user accounts in Active Directory
- Completes other duties as assigned
- Environment (office, outdoors, etc.)
- Exposures (loud noise, extreme heat or cold, rough terrain, etc.)
- Essential Physical Requirements (climbing, stooping, typing, etc.)
- Physical Effort/Lifting Requirement v. Sedentary position
- Travel Requirements - on occasion will need to travel to Boston location (company car provided).