Sr. Desktop Support Technician

Desktop Support EngineerThe 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 sitesMay provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Technical Support co-workers as appropriateIndividuals will be responsible for responding to new customer support cases via phone email and chatUse their skills to troubleshoot and accurately document customer issuesProviding regular communication to the customer in a timely and professional mannerAssist colleagues in the team with mentoring and trainingAssume ownership of customer issues and aim to resolve issues effectively, escalating cases Level 3 or product champions where necessaryAssist in the testing of new product builds and releasesSolve basic common user problems in real time, including software functionality problems and questionsBasic understanding Windows Active DirectoryFamiliarity with CCD and/or Digital camera technologies for tuning and improving video image qualityStrong computer skills, including MS Excel, Outlook, Windows Operating SystemsWork experience in a Technical domainSenior Technical Support Specialist will spend significant time with customers, so a great deal of “on-the-road” travelling will be necessary on a weekly basisTypically qualified to HNC / HND level in electronics or another relevant subject, but may be qualified by experienceAdvanced troubleshooting of customer issues and be accountable for providing customers with timely resolution and feedbackAs you gain in experience mentor new team membersWhen requested perform customer on-site visitsWork closely with Engineering to ensure issues are accurately diagnosed and replicatedDebug Software and Hardware issues and provide solutions to the customerReport, escalate, and manage resolution of customer’s problemsManage account and ensure any product updates/new releases are matched to the customer's business case and strategySite visits and conference calls with customers and partners requiredBe able to work comfortably in a fast paced environmentResponding to customer's operational queriesImplementation of software updatesCandidate should have strong SQL skills and ability to understand complex SQL statementsOutstanding problem solving skills with good technical knowledge of storage systems and TCP/IPA strong capacity and desire to develop customer service and communication skillsThe ability to manage multiple urgent issues in parallel