Support Engineer II

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is a global technology leader that is transforming the way people shop, consume content, and interact with digital services. With a strong presence across e-commerce, cloud computing, digital streaming, and artificial intelligence, the company is known for its customer-centric approach, innovation-driven culture, and large-scale global impact. It continues to invest in building products and services that improve everyday life while supporting businesses, communities, and economies worldwide.

Position: Support Engineer II

Location: New York 10001

Duration: 3 Months

Job Type: Temporary Assignment

Work Type: Onsite

Job Description:

• This position is responsible for the installation, maintenance and troubleshooting of desktop computers, peripherals, software and related systems.
• Responsibilities include the timely resolution of issues affecting hardware, software and user permissions, as well as routine hardware maintenance.
• Candidates will have one site to start but their site might change through the assignment! (Close proximity)
• Client'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 Client 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 Client 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

Day to Day Rhythm:

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

Culture and Training:

• Each site will have their own way of onboarding

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)
• 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
• Detailed knowledge of basic computer concepts, PC hardware and software troubleshooting, and workstation (desktop/laptop) hardware.
• Experience supporting Windows XP/7 and Server operating systems in a managed desktop environment.
• Experience supporting Macintosh OS X (10.4 & upwards) desirable.
• Basic working knowledge of Linux/UNIX systems (Red Hat preferable) at a user level.
• Solid knowledge of networks including Ethernet, TCP/IP, and Windows Server networking.
• Self motivated with the ability to work independently with minimal supervision.
• Ability to maintain Customer Focus, stay motivated and be proactive.
• Insist on the highest standards from self and others.
• Good verbal and written communication skills.
• Good attention to detail and organizational skills.
• Must be able to safely lift up to 50 lbs.

Microsoft MCSA/MCSE desirable

• Additional vendor administrator level certifications preferred, especially Apple ACMT/ACSP and Cisco CCNA.
• BS Degree in computer science or combination of education and relevant experience.
• 3-6 years relevant work experience.

Experience:

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

TekWissen Group is an equal opportunity employer supporting workforce diversity.