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Senior Technical Support Engineer

2 months ago

Sacramento, California, United States Zeektek Full time

Position Overview: We are seeking a highly skilled Senior Technical Support Specialist to provide exceptional support and solutions for our clients.

Key Responsibilities:

  • Conduct thorough root cause analysis and document resolutions effectively.
  • Manage software installations, updates, and upgrades for end-user devices while collaborating with various teams, including networking and telecommunications.
  • Serve as a technical resource and subject matter expert in specialized areas.
  • Ensure a high level of customer satisfaction by fostering strong relationships with key stakeholders, including VIP personnel, and delivering concierge-level support.
  • Perform regular inventory audits and maintain quality assurance in accordance with asset management protocols.
  • Provide technical assistance for both onsite and remote meetings and events.
  • Facilitate new hire onboarding sessions to assist end-users with initial setup and configuration.
  • Lead onboarding classes by coordinating team efforts and delegating tasks appropriately.
  • Collaborate with the Enterprise Conferencing department to monitor and resolve audio/visual issues.
  • Work with the Print Configuration team and vendors to conduct routine maintenance and ensure operational readiness.
  • Train staff and end-users on the effective use and configuration of audio/video systems.

Performance Expectations:

  • Respond to and resolve end-user support tickets within established service level agreements (SLAs).
  • Adhere to all standard operating procedures diligently.
  • Provide comprehensive and detailed documentation in support tickets and reports.
  • Demonstrate the ability to engage proactively and work independently or as part of a team with minimal oversight.

Qualifications:

  • 3-5 years of relevant experience in technical support.
  • Familiarity with ServiceNow and Apple operating systems, as well as VDI support.
  • Experience with Windows OS and Active Directory.
  • Knowledge of audio/video conferencing support and print management.
  • Proficiency in SCCM.

Education:

  • High School diploma required; Bachelor's degree preferred.

Certifications:

  • Preferred: HDI Desktop Advanced Support Technician (HDI-DAST) or equivalent.

Software Skills:

  • Proficient in Office applications (Excel, Word, Outlook, PowerPoint) and MS Teams.