Technical Support Engineer

4 weeks ago

Charlotte, United States SPI LLC Full time
Job DescriptionJob Description

Summary

Service Desk Technician, responsible for end user support for low to intermediate hardware and software requests & the follow up, communication, routing, and resolution tickets submitted by end users. Specialists must provide a very high level of customer service to our clients. They will need to consistently and accurately document and prioritize user technology issues and attempt to resolve on initial contact.

Areas of responsibilities may include but are not limited to:

  • Address and resolve basic to intermediate incidents via phone support, chat support, ticket queue, and walk-up experience.
  • Provide technical support remotely and sometimes in person for incoming requests related to computer systems, peripherals, software, and hardware.
  • Prepare laptops with the corporate standard OS and productivity applications, such as Office 365, and various stand-alone applications using Microsoft deployment automation tools.
  • Document daily interactions along with issue details, troubleshooting notes, resolutions, and work-around procedures.
  • Complete follow-up and follow-through on all assigned tickets.
  • Create and contribute to self-help knowledge base articles.
  • Troubleshoot and escalate issues according to standard operating procedures.
  • May assist less-experienced team members.
  • Maintain SLA adherence for issue response and resolution on normal to urgent tickets.
  • Help produce positive survey response scores as part of maintaining excellent customer service.
  • Ensure that the service catalog is complete and current.
  • Carry out defined tasks as established by Administrators and Engineers.
  • Document all pertinent user identification information, including name, department, contact information, nature of problem or issue, computer name, resolution, etc.
  • Use documentation, peers, and any other resources to resolve issues on initial contact

Education, Skills, Experience, and Knowledge

  • High school diploma or GED.
  • At least 1-2 years of experience in an end user support or customer service role.
  • At least 1-2 years of experience with infrastructure, end point, desktop, and application support.
  • The ability to build partnerships and work collaboratively with others to meet shared objectives.
  • The ability to demonstrate strong customer service skills.
  • Excellent written and verbal communications skills.
  • Computer skills including proficiency in Windows, Office Suites, O365 environment, and Active Directory.
  • The ability and interest to learn.
  • Attention to detail and effective time management skills are required.
  • Ability to multitask and juggle multiple objectives.
  • Experience working in a team-oriented environment

Work Environment

  • Home Office
  • Branch Office

Physical demands may include but are not limited to:

  • Able to lift 50 pounds
  • Able to sit, stand at or crawl under desks
  • Able to move to different facilities as needed
  • Required to read from text and computer screen over two-thirds of the day

Travel/Exemption Status

  • Occasional/Exempt

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