Technical Support Engineer I
About The Position
The position requires an AA/AS degree in a computer-related field or equivalent experience. Advanced personal computer word processing, spreadsheet, database, and Windows OS skills are required. Sufficient analytical skills are needed to assess problems or unusual situations and develop solutions. Responsibilities include installing, configuring, troubleshooting, and maintaining all software applications and peripheral equipment used within AFW POS terminals, receipt printers, barcode scanners, barcode printers, signature captures, card readers, etc. Proficiency in PC hardware (Enterprise IBM/Dell/HP is a plus) and enterprise network hardware and wiring is necessary. Strong communication and training skills are essential, with the ability to convey technical information to non-technical users. Travel to store locations is required.
Requirements
- AA/AS degree in a computer-related field or equivalent experience
- Advanced personal computer word processing, spreadsheet, database, and Windows OS skills
- Sufficient analytical skills to assess problems or unusual situations and develop solutions
- Proficient in PC hardware (Enterprise IBM/Dell/HP is a plus)
- Proficient in enterprise network hardware and wiring
- Strong communication and training skills
- Ability to communicate technical information to non-technical users
Nice To Haves
- Enterprise IBM/Dell/HP hardware experience
Responsibilities
- Monitor and respond quickly and effectively to requests received through the IT helpdesk ticketing system
- Respond to customer calls into the help desk support line
- Create step-by-step training material with screenshots for customers
- Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware
- Document internal procedures
- Collect feedback to determine patterns and issues such that they can be resolved or turned into FAQs that are easily understood to ease self-troubleshooting
- Maintain daily performance of computer systems
- Work through the problem-solving process with customers, empowering them to do the same in the future
- Run diagnostic scans to resolve problems before they are reported
- Train incoming staff
- Escalate significant and recurring issues to the tier-3 support team
- Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
Benefits
- Equal employment opportunities (EEO)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
501-1,000 employees
