Job Description
Job Description
The Technical Associate Engineer will provide enterprise-level assistance to our customers and internal employees. The position will diagnose and troubleshoot software and hardware problems, support customers IT issues, maintain documentation, and manage ticket queues in a timely and efficient manner.
Duties/Responsibilities:
Technical Support Associate Engineer is responsible for resolving basic IT issues, configuring & troubleshooting operating systems, and using remote desktop connections to provide immediate support for various IT-related issues. This position will use all forms of communication to resolve IT issues for both internal and external clients. For more complex problems that require nuanced instruction, the position will be responsible for contacting clients directly via phone and/or providing clear, detailed, and written instructions, as well as providing technical assistance until issues are resolved.
This position requires evening, overnight, and weekend on-call shifts on a rotational basis.
· Answer, respond, and work towards a resolution via the company ticketing system.
· Research and identify solutions to software and hardware issues for customers.
· Diagnose and troubleshoot technical issues, including account setup and network configuration.
· Ask customers targeted questions to quickly understand the root of the problem.
· Track computer system issues through to resolution within agreed time limits.
· Talk clients through a series of actions, either via phone, email, and/or remote sessions until they’ve solved a technical issue.
· Properly escalate unresolved issues to the appropriate internal teams
· Set up and deploy end-user workstations.
· Ensure all matters of time are properly logged in the ticketing system.
· Prioritize and manage several open issues at one time.
· Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
· Document technical knowledge in the form of support tickets and the documentation portal
· Maintain jovial relationships with clients.
Required Skills/Abilities:
· 2+ years of proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
· 2+ years hands-on experience with Windows/Linux/Mac OS desktop and server environments
· 2+ years hands-on experience with Office 365
· Desktop Imaging experience is highly desirable
· An understanding of basic security concepts and Antivirus management
· Familiarity with data backup concepts
· A basic working knowledge of virtualization platforms and a willingness to learn
· Good understanding of computer systems, mobile devices, and other tech products
· Ability to diagnose and troubleshoot basic technical issues using remote tools.
· Familiarity with remote desktop applications and help desk software.
· Excellent problem-solving and communication skills
· Ability to provide step-by-step technical help, both written and verbal
· Industry-standard certifications or a strong desire to pursue technical certifications
· Ability to learn what you don’t know.
· Whiteboard skills are a plus.
· Excellent verbal and written communication skills.
· Excellent interpersonal and customer service skills.
· Excellent sales and customer service skills.
· Excellent organizational skills and attention to detail.
· Excellent time management skills with a proven ability to meet deadlines.
· Strong analytical and problem-solving skills.
· Ability to function well in a high-paced and, at times, stressful environment.
· Proficient with Microsoft Office Suite or related software.
Education and Experience:
· High school diploma or equivalent.
· At least two years of related experience is required.
Physical Requirements:
· Prolonged periods of sitting at a desk and working on a computer.
· Must be able to lift up to 15 pounds at times.
Pay Classification: Non-Exempt
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