Associate Systems Engineer

RH Restoration Hardware • Ontario, CA

2d • Onsite

About The Position

The Associate Systems Engineer provides on-site technical support for incidents
and requests reported to them. Responsibilities include initial assessment,
triage, research, and resolution of first-level cases; commonly regarding the
use of application software products and/or infrastructure components. The
Associate Systems Engineer is responsible for collecting and analyzing
information received through a customer conversation, support tools, and
additional service resources if needed. Problems beyond the scope of their
ability or responsibility are resolved by engaging other IT service resources.

Requirements

• Competency in Windows OS, Mac OS, Gmail, MS Office Suite, AS400, Warehouse Management software
• Experience supporting Warehouse / Distribution Center hardware with Laptops, Desktops
• Familiarity with Symbol / Zebra RF Guns, Zebra Wireless Printers, Zebra Thermal Printers
• Understanding Network terminology as well as how devices on a network communicate.
• Basic User & Security Group administration through Active Directory.
• Willingness to learn continuously evolving company & industry-specific applications, technology, and terminology.
• Demonstrated ability & desire to provide first-rate customer service.
• Excellent written and verbal communication skills, team player.
• Excellent organizational & time management skills with strong attention to detail.
• Proven analytical & problem-solving skills.

Responsibilities

• Analyzes and resolves incidents/requests regarding the use of application software or hardware.
• Logs and tracks incidents/requests from identification through resolution in incident management software.
• Communicate with other service resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and customer communication is complete.
• Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Documents resolutions and internal procedures & updates self-help and staff knowledge bases.
• Creates a positive customer support experience and builds strong relationships through engaged listening and understanding, problem-solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
• Maintains and protects confidentiality with regard to all aspects of employee information.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed