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Technical Support Engineer

2 months ago

East Rutherford, New Jersey, United States Compucom Full time

Position Overview:

Compucom is looking for a Level 2 Support Specialist to enhance our team. This role is focused on delivering exceptional technical assistance to our clients.

Key Responsibilities:

  • Provide onsite assistance to both internal and external clients in addressing intricate or escalated technology challenges.
  • Ensure the seamless daily functioning of applications and equipment, troubleshooting software and hardware issues on various devices including laptops, desktops, tablets, smartphones, and printers.
  • May involve resolving advanced support issues related to servers and network equipment, as well as performing updates, repairs, upgrades, backups, and other maintenance tasks.
  • Engage with clients in a consultative manner, assessing their needs and delivering technical documentation and reporting to achieve desired outcomes.
  • Act as a point of escalation for all Desktop Support Technicians and clients.
  • Diagnose mechanical, hardware, software, and system failures using established protocols.
  • Conduct service, repair, and installation of computer products, including system hardware and software, multi-function printers, PCs, laptops, and networking equipment.
  • Manage user accounts and permissions across various applications and systems, including password resets.
  • Maintain detailed notes, feedback, and documentation through appropriate ticketing systems to monitor and track issues.
  • Communicate effectively with customers across varying levels of technical proficiency.
  • Provide follow-up to end users, delivering status updates in accordance with service level agreements (SLAs).
  • Serve as the escalation point for complex and high-priority issues, directing unresolved problems to the appropriate support teams.
  • Adhere to standard operating procedures (SOPs) while utilizing knowledge management effectively.
  • Collaborate with colleagues across the organization to enhance service delivery.

Required Qualifications:

  • Preferred Bachelor's degree or a minimum of 4+ years of relevant experience.
  • Recent experience in supporting both Windows and Mac environments is essential.
  • Experience in Desktop and/or Infrastructure support.
  • Proficient understanding of Windows operating systems, networks, databases, and network security concepts and tools.
  • Familiarity with the Microsoft Office suite, including MS Outlook.
  • Exceptional communication and troubleshooting skills.
  • Ability to communicate effectively, both written and verbally, with stakeholders, leadership, partners, team members, and customers.
  • Proven ability to deliver results in a fast-paced, client-focused environment.
  • Strong commitment to customer service excellence.

Preferred Skills:

  • Certifications from Microsoft Certification Program, CompTIA A+, CompTIA Server+, CompTIA Network+ are advantageous.
  • Experience with ServiceNow ticketing system is a plus.

We provide a comprehensive benefits package that includes options such as Health Insurance (Medical, Vision, Dental), 401k, Basic Life/AD&D, Supplemental Insurance Plans, Paid Time Off, Paid Holidays, Paid Sick Leave, FSA/HSA Pre-Tax Benefits, and Employee Discounts.