Sr. Technical Support Engineer

HKS, Inc.•Chicago, IL

About The Position

Overview: Contributes and assists in coordinating overall service response assist with all technical related issues including software installations, hardware malfunctions, and network failures. Serves as lead the L2 technical support team, liaising between the IT Service Delivery Manager and the rest of the technical support staff. Eager to learn and innovate.

Requirements

Professional degree or an equivalent combination of education and experience
Certification in one or more of an accredited Windows certification body (Microsoft, CompTIA) required
Typically, 5+ years of experience supporting complex IT systems
Experience in MS Office Suite, including Excel, Outlook and Word
Proven track record of unprompted consistent improvement
Strong technical and computer skills to resolve software and hardware issues
Strong customer service, interpersonal skills and the ability to interact with all levels of staff
Strong work ethic and eagerness to produce high quality, accurate results
Ability to hold sensitive information with a high level of confidentiality and integrity
Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing
Ability to proactively solve problems and apply innovative solutions
Ability to work and collaborate in a team environment, and ability to work independently and prioritize work
Ability to work on multiple projects at the same time
Ability to effectively meet deadlines at expected quality
Ability to lift IT equipment such as monitors and servers, weighing up to 20 pounds
Ability to bend and/or stoop to access cables under desk or in server racks
Ability to read small print, recognize color-coded cables, and distinguish sounds or alarms
Travel may be required

Responsibilities

Fields incoming service requests and deploy solutions accordingly
Evaluates user needs, defines technical problems, and works with various departments to escalate solutions in a timely manner
Provides walk-up assistance to customers who may need in-person support
Develops documentation to help improve Service Management ecosystem
Deploys new or refreshed computers and assists customers with post install configurations
Deploys end user operating system and other 3rd party software updates to end user computing systems
Cross trains with teams at the next levels to develop specializations
Assists with the management and maintenance of IT inventory and asset tracking
Performs installs, moves, adds, and changes of all approved end user hardware, software, and applications for local and remote personnel
Participates in projects, including technology refresh, deployments, and office IMAC (installs, moves, adds, and changes)
Provides remote support and assists L2 support team to resolve issues reported from other locations
Supports and assists L3 Infrastructure team to provide onsite troubleshooting network and infrastructure related issues
Supports and troubleshoots meeting room technology and AV equipment, ensuring smooth operation for meetings and presentations
Provides support for printing related issues, coordinating with the print service provider to ensure reliable and seamless printing services for end users
Provides after-hours support as needed for high severity situations
Perform other duties assigned by leadership