Support Engineer II

TEKsystems•Seattle, WA

11h•$30 - $35•Onsite

About The Position

Candidates will have one site to start but their site might change through the assignment! This Company'S IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from Corporate and its subsidiary employees worldwide. The successful IT Support Associate II will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and demonstrate the ability to maintain high levels of productivity while maintaining quality support. • Provide basic technical support to 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 upto 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. • Adherence to shift schedules and timeliness are key requirements • Willingness to work flexible shifts and scheduling, weekends, and holidays

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

Nice To Haves

Bachelor’s degree in Computer science or IT related field
Microsoft MCSE, MCITP Systems Administrator (Active Directory)
Bachelor’s degree in Computer science or IT related field
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 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 upto 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.
Adherence to shift schedules and timeliness are key requirements
Willingness to work flexible shifts and scheduling, weekends, and holidays