Support Engineer

Responsibilities

• Provide basic technical support to Corporate employees worldwide.
• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, 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.
• Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is 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

Basic Qualifications

• 2 years of experience supporting Windows, Mac and/or Linux Operating systems in a corporate setting
• High school or equivalent diploma
• Associate in Computer Science or related field or experience equivalent.
• 2 years of experience in helpdesk or desk-side environment
• Experience in Windows, Mac OS environments
• Strong verbal skills 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 Qualifications

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