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Technical Support Engineer
2 months ago
We are seeking a highly skilled Service Desk Support Engineer to join our team at Techtronic Industries. As a key member of our IT department, you will be responsible for providing top-notch support to our onsite and remote staff, ensuring that they have the tools and resources they need to succeed.
Key Responsibilities:
- Install and configure hardware and software to meet the needs of our staff
- Manage and maintain our warehouse devices, including scanners and label printers
- Respond to tickets in a timely and efficient manner, adhering to our Service Level Agreement (SLA) guidelines
- Record and document the help desk request process, including actions taken and final resolutions
- Repair and replace equipment as needed, ensuring minimal downtime for our staff
- Provide onsite and remote support to end users, including assistance with AV setups and new workstation deployments
- Test and evaluate new technology to ensure it meets our business needs
- Create documentation for staff training purposes, ensuring that they have the knowledge and skills needed to perform their jobs effectively
- Resolve Tier 1 support tickets, escalating more complex issues to senior engineers as needed
Requirements:
- Degree in Computer Science or Associate Degree with a minimum of one year of technical support experience
- A+, Net+, and ITIL certification highly desirable
- Excellent customer service skills, with a strong focus on providing timely and effective support
- Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
- Excellent verbal and written communication skills, with the ability to communicate complex technical information to non-technical staff
- Strong interpersonal skills, with the ability to work effectively with staff at all levels of the organization
- Reliable and able to work in a fast-paced environment, with a high level of attention to detail
- Experience using MS Office applications, including Word, Excel, and Outlook
- Experience in management and working with vendors for break-fix and servicing issues
Preferred Qualifications:
- Previous experience with ServiceNow or other ticketing systems
- Ability to work in a high-pressure environment, with a willingness to work overtime as needed
- Quick learning ability, with a strong desire to stay up-to-date with the latest technology and software
