Sr. Desktop Support Technician

Desktop Support Engineer The Desktop Support Engineer will hold responsibility for but limited to: Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at customer sites May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Technical Support co-workers as appropriate Individuals will be responsible for responding to new customer support cases via phone email and chat Use their skills to troubleshoot and accurately document customer issues Providing regular communication to the customer in a timely and professional manner Assist colleagues in the team with mentoring and training Assume ownership of customer issues and aim to resolve issues effectively, escalating cases Level 3 or product champions where necessary Assist in the testing of new product builds and releases Solve basic common user problems in real time, including software functionality problems and questions Basic understanding Windows Active Directory Familiarity with CCD and/or Digital camera technologies for tuning and improving video image quality Strong computer skills, including MS Excel, Outlook, Windows Operating Systems Work experience in a Technical domain Senior Technical Support Specialist will spend significant time with customers, so a great deal of “on-the-road” travelling will be necessary on a weekly basis Typically qualified to HNC / HND level in electronics or another relevant subject, but may be qualified by experience Advanced troubleshooting of customer issues and be accountable for providing customers with timely resolution and feedback As you gain in experience mentor new team members When requested perform customer on-site visits Work closely with Engineering to ensure issues are accurately diagnosed and replicated Debug Software and Hardware issues and provide solutions to the customer Report, escalate, and manage resolution of customer’s problems Manage account and ensure any product updates/new releases are matched to the customer's business case and strategy Site visits and conference calls with customers and partners required Be able to work comfortably in a fast paced environment Responding to customer's operational queries Implementation of software updates Candidate should have strong SQL skills and ability to understand complex SQL statements Outstanding problem solving skills with good technical knowledge of storage systems and TCP/IP A strong capacity and desire to develop customer service and communication skills The ability to manage multiple urgent issues in parallel My3Tech Inc