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Technical Support Engineer

4 months ago

Bakersfield, United States TEKsystems Full time

Description:

Position Definition:

Under direction plans, organizes and directs IT support to customers by resolving technical issues and providing support for complex computer systems, server-based applications, and network-related IT problems .

Distinguishing Characteristics:

The Technical Support Engineer II is the lead position of the technical support classification series. The incumbent’s role is to plan and provide advanced and innovative technical assistance to internal and external customers. This classification is characterized by its primary responsibility to analyze and affect appropriate solutions for technical issues within different components; such as software, hardware, server-based applications, and networking issues. The must have excellent analytical, problem-solving and interpersonal skills to communicate on complex technical-related problems and quickly and efficiently. It is distinguished from the Technical Support Engineer I in the ability to lead in the planning, implementation, and support of complex server and application solutions; including maintenance, troubleshooting and repair. It is further distinguished from the Systems Administrator by the latter’s responsibility to maintain and support enterprise-level Directory Services and server-based applications.

Duties:

• Install and configure complex server-based applications.

• Assist in monitoring and maintaining computer networks.

• Install and configure desktop & server operating systems.

• Development, administration and maintenance of Directory Services.

• Resolves basic issues related to the network.

• Resolve hardware malfunctions and effects and repairs.

• Prioritize and manage the workflow.

• Diagnose, troubleshoot, and resolve IT issues by questions customers about the issues they are facing in a detailed fashion so that they understand the root cause of issues.

• Design IT systems to meet the particular requirements of their organization or clients.

• Possess the ability to learn and work on changing and emerging technologies.

• Track users’ systems issues until resolved while adhering to the agreed timelines.

• Resolve complex problems, by interacting with customer through phone, emails, chats or other electronic means, and provide unambiguously written instructions or technical manuals.

• Properly escalate unresolved issues to appropriate internal teams.

• Maintain procedural documents and reports.

• Follow standard procedure of the organizations to resolve issues by escalating problems to the relevant internal departments.

• Provide accurate feedback to customers promptly.

• Ensure proper logging of all issues.

• Follow up with customers to make sure their computer systems are functioning properly after troubleshooting.

• Prepare accurate reports promptly.

• Document technical knowledge in the knowledge database.

• Provide training on the use different types of systems.

• Monitor daily performance of technical systems for both users and technical staff.

• Deploy new software or hardware systems.

Other functions:

• Monitors existing systems to assure appropriateness, effectiveness, accuracy and timeliness of information received.

• Researches, analyzes, evaluates and makes recommendations on data processing program procedures and systems.

• Evaluates equipment and software capability; researches and resolves problem areas and discrepancies in computer applications.

• May represent the department at IT meetings.

• Analyzes state and federal regulations to determine needed changes to automated systems and procedures.

• May be required to maintain, troubleshoot and perform repairs on telephones and related equipment.

• Perform related duties consistent with the scope and intent of the position.

Knowledge of:

The procedures and techniques used in the installation, configuration, support troubleshooting and repair of applicable operating systems, server and storage related equipment, software applications, other IT hardware and peripherals; network and security concepts; basic network administration; Directory Services, such as Active Directory; general principles of office automation, and computer systems analysis; techniques to evaluate customers’ needs and requirements and identify possible business solutions.

Ability to:

Independently install and troubleshoot locally used software applications, hardware, and peripherals; analyze and resolve user needs and issues; identify and solve basic networking problems; integrate desktop software with custom applications; manage and maintain Active Directory services; interpret and apply information from technical resources; communicate on technical concepts with non-technical staff; provide technical training; establish and maintain effective working relationship with other staff; plan, organize, and prioritize the work of self and others.

Skills:

Active directory, M365, Technical support

Top Skills Details:

Active directory,M365,Technical support

Additional Skills & Qualifications:

Experience Level:

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.