Customer Support Engineer

Found in: beBee jobs US - 3 weeks ago


Austin, Texas, United States SAIC Career Site Full time

Description

SAIC opening for a Customer Service Engineer will be required to respond to end-user requests for assistance in the operation and functionality of their computing systems, peripheral and other devices. The candidate must be able to assist the user in the use of existing manuals and non-scripted or automated system responses in clearing Tier 1 and Tier 2 trouble tickets. The candidate must be able to effectively interact with the user and be able to refer ongoing or unresolved issues to the appropriate technical, analysis, assurance, or engineering support team. The candidate must possess effective communication skills, have an attention to detail, and be willing to work as part of an integrated team consisting of both Government and contractor personnel.

This role is 100% remote.

The key responsibilities for this position include:

Experience with Audio Visual equipment is required Installation of the electronic, hardware, and wiring components of audio-visual systemsProvide excellent customer service experience.Ability to work in a team environmentProvide technical assistance with computer softwarePerform both Hardware and software installation, configurations, and updatesKnowledge of Windows 10 and MS Office Suite 365 including Microsoft TeamsProvide routine IT customer support in maintaining computing systems, printers, and other peripheralsAbility to multi-taskAnalyze and report on daily ticket resolution to a 95% weekly ticket closure rateTroubleshooting of basic IT services as needed and assisting customers with reported issuesDaily use of ticketing systemDeals with a wide range of hardware and network technology issues in a high-volume, fast paced environmentResponsible for all assigned trouble tickets from creation to resolution

Qualifications

Required Skills:

Experience providing IT support to end-user communities in a hybrid on site & remote work environment.Experience working with help or service desk trouble ticket reporting systems preferred.Excellent customer service and communications skills required.Experience with Windows 10 and MS Office Suite including Microsoft TeamsCustomer Service SkillsAbility to take initiative.Excellent attention to detailAbility to learn quicklyDemonstrable troubleshooting and problem resolution skills for hardware and softwareCreating and updating processes and procedures

Required Qualifications:

Bachelor's degree in information systems/Technology, or other analytical or technical discipline preferred.
8-years of relevant experience may be substituted for educationAbility to obtain a Public Trust clearance based on the Department of Veteran Affair regulations.Strong verbal and written communication skills.Attention to detail and excellent customer service.Ability to work well in a team environment.Capable to work under pressure, handle multiple tasks simultaneously.Experience providing services to the federal government and/or the Dept. of Veterans' Affairs is preferred. SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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