Support Engineer I

Converge Technology Solutions•Chattanooga, TN

2d•$21 - $22•Onsite

About The Position

The Support Engineer I provides customer-focused technical support to help ensure clients’ technology investments meet their business objectives. The role deploys, installs, upgrades, troubleshoots, repairs, and services client hardware and software, including PCs, printers, and scanners. It provides remote and on-site support, resolves service issues within committed response times, escalates issues as needed, and contributes to overall customer satisfaction. This is an onsite position based in Chattanooga, Tennessee, with minimal travel to customer sites. Travel time is paid and mileage is reimbursed. The standard schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m.; weekend or off-hours work may be needed to meet client needs. The position documents and tracks service incidents, communicates with clients about scheduling and status, and works with the Service Desk and System Engineering team to resolve issues. It also participates in staff meetings, pursues relevant product or vendor certifications, and provides input on support and systems administration processes and tools.

Requirements

Excellent verbal and written communication skills.
Ethical judgment and critical-thinking skills.
Ability to troubleshoot PC hardware, software, and printer problems.
Client-centric approach and ability to maintain client loyalty and trust.
Innovative, team-oriented problem-solving ability.
Ability to work independently without direct supervision.
Ability to manage competing priorities in a fast-paced environment.
Ability to provide detailed and complete documentation of work performed.
Ability to interact with clients face to face in a professional and courteous manner.
Aptitude and enthusiasm for adapting to changing technology and providing technical assistance.
Ability to function in a fast-paced and sometimes stressful environment.
Proficiency with Microsoft Office Suite or related software.
Experience troubleshooting and supporting technology hardware, including PC hardware and software, laptops, and printers.
Experience troubleshooting applications in Microsoft products and tools.
Valid driver’s license.
A degree in an applied technology area such as Information Systems or Engineering is preferred; equivalent training and experience may be substituted. Individuals with relevant experience but lacking required credentials may be considered if they can obtain them within a reasonable timeframe.

Nice To Haves

A degree in an applied technology area such as Information Systems or Engineering.
CompTIA A+ certification.
MCP certification.
Server+ certification.
MCSA certification.
Other vendor certifications.

Responsibilities

Install, upgrade, repair, and perform preventative maintenance on PC components, printers, and scanners.
Diagnose and troubleshoot basic PC components, printers, and scanners using appropriate tools.
Track and monitor open service incidents, provide timely updates, and maintain complete documentation to meet service-level standards.
Communicate with clients verbally and electronically, including scheduling service, providing status updates, and confirming completion of service requests and incidents.
Work with the Service Desk and System Engineering team to troubleshoot and resolve incidents when appropriate.
Maintain a professional, business-focused, and courteous manner with clients, partners, and peers.
Work weekends or off-hours as necessary to meet client needs.
Obtain appropriate product and vendor certifications to develop knowledge of equipment troubleshooting techniques and methodologies.
Participate in regular staff meetings and communicate relevant information.
Provide input on developing or improving technical support and systems administration processes and tools.
Perform other duties as assigned.