Technical Support Engineer

Technical Support Engineer

Our client, a Fortune 10 Tech Company, is looking to hire a Technical Support Engineer in Culver City, CA (Onsite). Pay Rate Range: $35-$40/hour on W2 depending on experience. Location: Culver City, CA (Onsite) 3-Month Contract (with possible extension/conversion)

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.

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 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.
• Adherence to shift schedules and timeliness are key requirements.
• Willingness to work flexible shifts and scheduling, weekends, and holidays.

Typical Day in the Role Day to Day Rhythm

• This person will be supporting employees with onsite IT help requests though a ticketing system and will help people in person.

Candidate Requirements Basic Qualifications

• 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

Preferred Qualifications

• 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

Top 3 Must-Have Hard Skills

1. 2+ years of experience supporting Windows, Mac and/or Linux Operating systems in a corporate setting
2. 2+ years of experience in helpdesk or desk-side environment

Russell Tobin offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors. Equal Employment Opportunity

Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates:

Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation. #RTA #LI-GB1