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IT Technical Support Engineer

4 months ago

Durham, United States Amiseq Inc. Full time

IT Technical Support Engineer

Durham, NC - Hybrid role

12 Months Contract

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 the appropriate level

Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents 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 resolve customer issues; Providing regular updates to customers as efforts for resolution progress

Responsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levels

Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely 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