Support Engineer II

TEKsystems•Boston, MA

13d•$30 - $33•Onsite

About The Position

This position is responsible for the installation, maintenance and troubleshooting of desktop computers, peripherals, software and related systems. Responsibilities include the timely resolution of issues affecting hardware, software and user permissions, as well as routine hardware maintenance. Detailed knowledge of basic computer concepts, PC hardware and software troubleshooting, and workstation (desktop/laptop) hardware. Experience supporting Windows XP/7 and Server operating systems in a managed desktop environment. Experience supporting Macintosh OS X (10.4 & upwards) desirable. Basic working knowledge of Linux/UNIX systems (Red Hat preferable) at a user level. Solid knowledge of networks including Ethernet, TCP/IP, and Windows Server networking. Self motivated with the ability to work independently with minimal supervision. Ability to maintain Customer Focus, stay motivated and be proactive. Insist on the highest standards from self and others. Good verbal and written communication skills. Good attention to detail and organizational skills. Must be able to safely lift up to 50 lbs. Microsoft MCSA/MCSE desirable. Additional vendor administrator level certifications preferred, especially Apple ACMT/ACSP and Cisco CCNA. BS Degree in computer science or combination of education and relevant experience. 3-6 years relevant work experience.

Requirements

2+ years of experience supporting Windows, Mac and/or Linux Operating systems in a corporate setting
High school or equivalent diploma
Associate in Computer Science or related field or experience equivalent.
2+ years of experience in helpdesk or desk-side environment
Experience in Windows, Mac OS environments
Strong verbal skills proven ability to communicate with technical and non-technical staff
Ability to work both independently and within a team environment
Display a commitment to quality and strong multi-tasking skills
Must be able to safely lift up to 50 lbs.
Basic working knowledge of Linux/UNIX systems (Red Hat preferable) at a user level.
Solid knowledge of networks including Ethernet, TCP/IP, and Windows Server networking.
Self motivated with the ability to work independently with minimal supervision.
Ability to maintain Customer Focus, stay motivated and be proactive.
Insist on the highest standards from self and others.
Good verbal and written communication skills.
Good attention to detail and organizational skills.

Nice To Haves

Experience supporting Macintosh OS X (10.4 & upwards) desirable.
Microsoft MCSA/MCSE desirable.
Additional vendor administrator level certifications preferred, especially Apple ACMT/ACSP and Cisco CCNA.
BS Degree in computer science or combination of education and relevant experience.
Bachelor’s degree in Computer science or IT related field
Microsoft MCSE, MCITP Systems Administrator (Active Directory)
Advanced Linux systems administration skills
Strong troubleshooting skills of very complex systems
Ability to explain complex IT concepts in simple terms
ITIL Foundation Certification

Responsibilities

Provide basic technical support to Amazon Corporate employees worldwide.
Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with organizational standards.
Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved.
Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
Follow all standard operating procedures (SOP) through the effective use of knowledge management.
Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
Assist with activities to triage and escalate any system or network outage to reduce downtime.
Assist with remote assistance in Teleconferencing systems and AV presentation equipment.