Technical Support Engineer

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.

Responsibilities
incoming help requests from end users via both telephone and work orders in a courteous manner
all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
rapport and elicit problem details from help desk customers
and schedule problems. Escalate problems (when required) to the appropriately experienced technician
track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution

Other skills:
to advise and to present to one or more customer staff.
and control daily service call activity, utilization, inventory levels and service levels.
customer service
knowledge in Customer Service Aptitude
technical problems with hardware, software and connectivity.
customer issues while maintaining agreed upon service levels for customer contact and resolve
in the configuration and support of internal systems.
to work effectively with Logistics
to assigned schedule
to documented policies, procedures and processes for nsc that are specific to the service.
and concise documentation of all customer interaction within appropriate CRM tool.
to function in a team environment
knowledge levels as industry enhancements occur
installation and implementation of connectivity and high-end systems products
improvement of service delivery.

Qualifications
Sound knowledge of:
knowledge in Computer Hardware
knowledge in Common Software applications
knowledge in Microsoft Operating system
knowledge in Printer Hardware
knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices
knowledge in Ticketing software
Office & Office 365 applications
hardware
peripherals, including printers
devices

Awareness of;
Directory

OS
and server hardware and components

IT qualifications may include:
Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
OEM Maintenance Certification
A+ Certification
Certified IT Professional (MCITP) certification in desktop area
Office Specialist (MOS) certification

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