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Technical Support Engineer

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  • Engineering & Construction
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Job Details

Technical Support Engineer with a minimum of 3+ years experience in technical customer support. This position is responsible for providing excellent customer service and quality on-site technical support for internal employees, located in Corporate Office. This position manages the workstation asset inventory, and internal security and data processes. Support includes the installation, maintenance, and troubleshooting of computers and peripherals and the operational readiness of the conference rooms including all audio video equipment. We are seeking individuals who approach situations in a disciplined proactive approach leading to more efficient solutions Responsibilities Interacts in-person, via telephone, e-mail, IM, and web interface to assist users within the office and globally Installs, troubleshoots and maintains products/equipment, including ordering of replacement parts Records, tracks, and audits equipment using the established asset management system Analyze, prioritize, troubleshoot, and resolve technical issues in a timely fashion in accordance with service level agreements (SLAs) and operational level agreements (OLAs) Follows ITIL processes for Incident, Problem and Escalation Management Ensures quality customer service by maintaining ownership of all assigned escalations through resolution, including communication Involved in company-wide IT projects providing input and deliverables in all phases Documents best practices and knowledge base Provides IT training during new hire orientations Provide relevant input for technical and process improvements to contribute to the overall effectiveness of the software and hardware support to the organization Takes the initiative to work with other cross functional IT team members to improve the quality of service Provides training for relevant vConstruct solutions and technologies Remains current on technology, especially mobility solutions for our business needs Microsoft product support including Windows 7 and 10, office products, office 365. The individual is able to conduct application support using common troubleshooting Is able to provide support for printing equipment and manage vendor support Is able to provide level 1 support on networking cisco networking equipment firewalls, routers, switches (CCNA certified preferred) Capable of deploying and managing wireless access points (meraki) Monitor Internet usage, prioritize bandwidth allocation based on application priority list. Proactively work on assuring appropriate internet speed at the office. Metrics New hire assets available for orientation day 100% when provided 2 weeks notice Assets tracked 100% in asset management system according to process documentation 100% uptime of internet connection in office. 100% uptime of servers in the office. Data on all computers backed up. Virus report resolved w/i 2 days Qualifications The successful candidate will possess Bachelor s degree or diploma in Information Technology or similar field 3 years of work experience as Technology support Able to support video conferencing and scheduling hardware/software Experience in wireless connectivity both broadband and local, able to support Mobile devices (android & IOS) Expert in Dell/HP Laptop/workstation and peripherals, understanding Mac IOS a plus Skilled in Microsoft products, Outlook, Exchange, plug-ins & Active Directory Expert at troubleshooting and root cause analysis Willingness to learn Excellent organizational and interpersonal skills Plus experience in networking and telephony, Cisco (ASA, Router, Switch, VPN), Networking protocols (DHCP, FTP/SFTP, HTTPS, TCP/IP stack) Excellent planning capabilities, and capability to manage multiple projects simultaneously. Ability to work independently with minimal supervision Excellent listening skills and have strong communication skills
Additional Degree: BE/ B.Tech (Engineering)

Experience: 3-8


Customer Support | H/W Installation/Maintenance | Security
Applying for this job will take you to an external site


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