Position00195 Senior Support Engineer
City, StateNYC,NY
CountryUnited States
Contact NameSteve Silvi

• Work with end users on a variety of IT related issues, ensuring that the requests are addressed thoroughly and efficiently • Work cross functionally with the Information Technology organization, as well as building relationships throughout the company • Create software packages for distribution through an automated deployment platform • Execute on deployment plans and operational activities such as patching, upgrades, etc. • Assist with documenting individual and derived technical requirements for end user requests • Interact with or route requests to third-tier technical specialists to provide resolution or root cause analysis • Handle requests from end users and ensure the delivery of the highest level of customer service, including: o Demonstrate professionalism and effectiveness in all communications with end users o Work with end user to understanding their concerns and executes the right solutions to meet their needs o Establish relationships and methods to deal with various behaviors and apply strategies to build rapport with end users and peers o Leverage knowledge, experience, and/or historical information in fulfilling service requests o Address end user's inquiries concerning systems operation; diagnoses system hardware & software o Recommends and implements remedial actions to correct problems based on the knowledge or systems operation o Follow established guidelines for recording service requests, providing status updates and updating appropriate informational databases. o Perform IT hardware and software troubleshooting to get the issue resolved

Essential Job Functions • Provide Help Desk support on a variety of issues and resolve problems to end users’ satisfaction • Identify, troubleshoot, research and resolve a wide range of technical problems • Monitor and respond to telephone calls, email and personnel request received through the IT Help Desk • Document, track and monitor the problem to ensure a timely resolution • Install, test, configure, modify and repair new workstations and associated peripherals, hardware and software • Maintain inventory of all equipment, software and associated licensing • Assist in onboarding and off boarding users • Maintain all Help Desk documentation • Maintain Help Desk software • Troubleshoot and provide support for telephony issues • Mentor and advise less experienced Help Desk Technicians • Serve as resource or Subject Matter Expert for team • May be responsible for developing department training materials • May be responsible for creating and maintaining department manual and procedures

RequirementsSkills and Experience • Associate degree in a related area and 6-8 years’ of experience in the field or in a related area • Knowledge of commonly used concepts, practices, and procedures within a particular field • Proven working experience in providing high level support • Customer service orientation • Strong communication skills • Knowledge of help desk software, databases and remote control • Ability to communicate technical information, both verbal and written, to a wide range of end-users

Physical Requirements / Working Environment and Conditions • Ability to maintain a high level of visual attention and mental concentration for significant periods of time as required by preparing and analyzing data, test results, computer hardware and software, etc. • Ability to manipulate necessary office equipment, computer software, hardware and equipment • Ability to perform the following physical activities, stooping, reaching, standing, walking, feeling, talking and hearing • Physical requirements of exerting up to 80 lbs. of force occasionally, and/or up to 30lbs of force frequently, and/or a negligible amount of force constantly to move objects • Frequent communications, occasionally for extended periods, by telephone • Provide phone and in-person support on a daily basis, including a rotating schedule of weekend/evening support • Monitor all emails throughout the day, evening and weekend and respond to a high-volume of calls and emails in real-time outside of normal business hours • Travel required