Technical Support Engineer I

BDO USA • San Juan, PR

6d • Hybrid

About The Position

The Technical Support Engineer I role is responsible for delivering quality customer service to the Firm by providing accurate technical assistance in the resolution of incidents via phone and ticketing system. In this role, the Technical Support Engineer I is charged with participation in the Incident Management process and continual process improvement working with senior members of the team to make improvement recommendations. Additionally, the Technical Support Engineer I must maintain up to date knowledge of current systems and hardware to ensure correct and consistent application of firm-wide policies and procedures. An alternative work schedule, on-call work and weekends are occasionally required. Moderate amount of travel may be required related to projects, training or support for several days at a time.

Requirements

• High school diploma/GED, required
• More than two (2) years of experience in technical support environment or other qualifying experience, required
• Microsoft Windows 10 or higher Operating System
• Microsoft Office Suite 2016 or higher
• Adobe Acrobat Standard
• McAfee Desktop Suite
• VPN software
• English
• Excellent interpersonal and customer relationship skills
• Strong problem-solving and technical troubleshooting skills
• Ability to learn quickly in an ever-changing environment
• Capable of working well under pressure while dealing with unexpected problems in a professional manner
• Strong oral and written communication skills, including the ability to communicate and interact with all levels of employees and management.
• Capable of successfully multi-tasking while working independently or within a group environment
• Capacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and procedures

Nice To Haves

• Bachelor degree and / or equivalent experience, preferred
• Technical Support or Customer Service Industry experience, preferred
• More than two (2) years of experience as a Desktop Support Technician, preferred
• Microsoft Certified Professional, preferred (MCP)
• Microsoft Certified Desktop Support Technician, preferred (MCDST)
• Microsoft Certified IT Professional preferred, (MCITP)
• Laptop/Desktop hardware technician certification, preferred
• Capacity to travel on a moderate basis (20%)

Responsibilities

• Provides technical support for all service tickets entering the Service Desk
• Gathers all relevant information about an incident or problem to correctly identify and categorize the issue
• Uses the Knowledgebase system to determine the root cause of a problem
• Evaluates issues and escalates as needed to a higher level or other resource as appropriate using the provided Service Desk Process manual
• Assists with system configuration and diagnostics, hardware and software diagnostics, and processing requests for hardware repair or replacement
• Ensures that all documented processes are adhered to and departmental compliance is achieved
• Works with senior members of the team to help determine possible incident trends
• Participates in the Incident/Problem Management activities as needed
• Accurately logs problems and updates ticket history to document troubleshooting steps and resolution
• Creates technical documentation and FAQs for addition to the knowledgebase
• Adheres to the Service Desk call center schedule as required by the Service Desk manager, acknowledging and conforming to schedule changes as required
• Reports for After Hours Support duty by roster for out of hours emergency on-call support
• Works with senior technical resources to performs secondary level investigation and resolution of Incidents
• Develops workarounds and interim solutions for reported issues to minimize user disruption
• Reviews active problem tickets to ensure updated work-arounds and fixes are applied properly
• Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident handling process
• Reviews and improves the accuracy and content of the Knowledgebase
• Communicates with EUS staff and management any news on issues, changes and updates that relate to business line applications
• Prepares and delivers training for the Service Desk on business line application product versions and changes at the direction of EUS Management
• Other duties as required.

Benefits

• ESOP company, offering participants a stake in the firm’s success through beneficial ownership and a unique opportunity to enhance their financial well-being.
• Qualified retirement plan
• Comprehensive compensation and Total Rewards benefits offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED