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Senior Technical Support Engineer

3 months ago

Des Plaines, United States Ace Computers Full time

Summary: Ace Computers, a leading provider of information technology solutions and one of the top 100 Custom System Builders in the US is seeking to add a member to our team.


Job Description: As a Hardware Technical Support Engineer at Ace Computers, you will play a crucial role in ensuring the seamless operation of our clients' hardware systems. You will be responsible for diagnosing and resolving hardware-related issues, offering technical guidance, and providing excellent customer service. Your expertise will help our customers maximize the performance and reliability of their hardware.


Key Responsibilities:

·      Provide technical assistance to customers on a variety of hardware issues via ticketing system or inbound calls.

·      Ability to differentiate between software, hardware, and PEBCAK issues.

·      Diagnose and repair customer systems sent in for bench service.

·      Develop solutions for complex desktop and server problems.

·      Manage and report time spent on all work activities.

·      Communicate accurate and useful status updates.

·      Document, track, and monitor the problem to ensure a timely resolution.

·      Collaborate with support engineers when issues cannot be resolved by Level 1 or Level 2 Support.

·      Read and comprehend technical service manuals and publications.

·      Make appropriate use of reference publications and diagnostic aids in resolving technical problems.

·      Complete in-person or online training routinely to keep up to date with current technology.

·      Ownership of the ticketing system and incorporating data analysis and ticket trend forecasting.


Requirements:

·      Must be knowledgeable in current Microsoft Windows PC and Server operating systems.

·      Linux administration and troubleshooting knowledge a plus.

·      Proven experience in installing and configuring operating systems and business applications.

·      Proven knowledge of Hardware Troubleshooting.

·      Familiarity with basic networking concepts.

·      IT support ticketing system experience desired.

·      Answering Inbound Calls experience.

·      Foundational knowledge in customer service.

·      Active problem-solver who listens for customer cues and actively resolves problems with grace and integrity.

·      Critical thinking, problem-solving, and ability to work independently.

·      4+ years of prior experience.

·      Maintains technical knowledge by attending training and workshops and reviewing publications.

·      Candidate should be a self-starter, able to work independently, highly organized, and possess strong verbal.

·      and written communication skills and be very detail-oriented.

·      Able to commute to 340 Howard Ave. Des Plaines, IL

·      Monday – Friday – 8AM – 5PM


Benefits:

·      401(k) and 401(k) matching.

·      Dental Insurance

·      Vision Insurance

·      Disability Insurance

·      Health Insurance

·      Life Insurance

·      Employee Discount

·      Flexible scheduled

·      Paid time off.

·      Tuition reimbursement