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Core Requirements
Communication:
Excellent verbal and written communication skills, with the ability to express ideas clearly and listen effectively.
Prioritization:
Ability to prioritize tasks and duties to ensure efficient and effective completion of work.
Customer Service:
Exceptional customer service skills, including empathy, sympathy, and understanding.
Dependability:
Dependable, honest, and flexible with excellent attention to detail.
Positive Attitude:
Possess a pleasant personality, positive attitude, and the ability to work with a diverse staff.
Autonomy:
Ability to work independently and follow instructions when necessary.
Organization:
Strong organizational skills, including time management, multitasking, and adaptability.
Problem-Solving:
Ability to identify problems, gather and analyze information, develop alternative solutions, and resolve issues effectively.
Ethical Conduct:
Treats people respectfully, upholds organizational values, and works with integrity.
Analytical Skills:
Possess analytical skills to solve problems effectively.
Adaptability:
Comfortable working in a fast-paced environment and remaining calm in stressful situations.
Job Responsibilities
Technical support engineer interacts closely with end-users to assist in the timely and effective technical solution to the identified incident. This role encompasses efficient and effective customer service skills to troubleshoot hardware and software issues as well as providing training on the use of various types of hardware and software programs in support of business objectives.
The candidate will provide support for computer, application, system, device, access, and hardware issues and respond to all requests for technical support across various mediums.
Core responsibilities include (but are not limited to) the following:
- Provide end-user technical support via phone, internal ticketing system, and remote access to resolve open tickets while tailoring communication style and troubleshooting delivery to match knowledge or skill level of end-user.
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Record, track and document the support desk request problem-solving process, including all actions taken, through to final resolution, and user communication.
- Respond to user queries and technical incidents on the phone, via email, via ticketing system or through remote access.
- Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
- Proactively maintain, patch, update applicable systems as required.
- Train users and peers on hardware, software, and IT processes
- Capture resolutions in internal knowledge base.
- Assist with onboarding of new users.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Interface with field service engineers to provide support for incident resolutions.
- Ensure the safety and security of all company data, maintaining confidentiality at all times.
- Test, diagnose and resolve end user hardware, OS, and application problems, including the ability to identify desktop application interdependencies and or conflicts.
- Displays a customer-centric mindset when communicating with end-users, always putting their needs and satisfaction first, required.
Qualifications & Requirements
- Bachelor's degree or equivalent in computer science, engineering, education, or related field of study.
- 2+ years of hands-on working experience with computer hardware and peripherals in a corporate environment
- Working knowledge of Windows 8/10/11, Office 2016 and newer
- Familiarity of Windows Server OS, Point-of -Sale system, Active Directory, DNS, DHCP, is a plus.
- Knowledge of basic networking principles
- Knowledge of trends in computer technology relating to hardware and software
Certification (Good to have)
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- CCNA
- CompTIA A+
- HDI Customer Service Representative
- ITIL Foundation
The Company Offers
- Medical Insurance.
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Performance based Bonus
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Personnel Development Plan.
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Quarterly outdoor recreational activities
Location
