IT Technical Support Engineer

2 weeks ago

San Jose, United States Winmax Systems Full time
Title:IT Technical Support Engineer

Location: San Jose,CA (Hybrid)

Contract: 6+ Month

Job description:

Client is looking for an IT Technical Support Engineer to be part of the Corporate IT team in the USA. You will work in an exciting and extremely fast/paced environment. You should have strong written and verbal communication, solid hardware/software troubleshooting skills for common desktop/laptop issues, IT infrastructure, and a customer-focused mentality. Our overall goal is to provide a world-class customer support experience that is hyper-focused on efficiency.

Key responsibilities:

Front-line support for Tier 1,2 and 3 requests
Ticket triage and acts as a single point of contact for customers on escalations to theappropriate level
Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of allincidents within SLA guidelines
Remotely resolving incidents within their capability and implementing known solutions to known issues
Responsible for working with other support specialists to coordinate and quickly resolvecustomer issues; Providing regular updates to customers as efforts for resolution progress
Responsible for escalating issues to third parties and higher technical and managerial supportin accordance with expected service levels
Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct andtimely closure and completion of all incidents in ticketing tools
Monitors incident status and escalates cases that are not resolved in a specific time frame
Other duties as assigned by management
Ideal candidates should have:

Relevant work experience 2+ years in technical support or a similar technical environment
High level of understanding and experience with information technology
Ability to communicate effectively with all levels of employees/management
Must have a high technical aptitude, be highly motivated, and be ready for a challenge
Strong communication, documentation, and analytical skills
The ability to handle stressful situations and tight deadlines in a fast-paced environment
Excellent English language verbal and written communication skills.
High level of Windows and MacOS knowledge- laptop imaging and configuration, hardware and software issues troubleshooting skills.
Active directory and PowerShell knowledge
Okta, ServiceNow, Slack, Office365, Gsuite administration
Intune, JAMF, Druva administration
Basic networking knowledge
It's good to have:

General knowledge of remote support technologies and strategies
Knowledge of service management tools for tracking ticket
Knowledge of virtualization technologies
Jira and Confluence administration
CompTIA Network+, MCSA, CCNA Routing & Switching

PayRate: $35-38/hr,W2

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