|Position||00196 Jr. Support Engineer|
|Contact Name||Steve Silvi|
Our Junior Support Technician will work on our Help Desk team to provide excellent technical support to end users. This role is designed to train and teach the skills needed to become a Help Desk Technician. Our ideal candidate will serve as a first responder to requests from our users and will troubleshoot requests that can be solved in 30 minutes or less.
The goal of this role is to build a strong reputation among our users of effective troubleshooting and exceptional customer service, as well as focus on growing the skillset needed to troubleshoot more complex requests. Most of the support required is done through email, phone and by remoting in, but our ideal candidate is just as comfortable face to face. The problems that will need solving will look different daily and will provide a broad range of experience in technical support.
• Function as a first responder to new tickets or calls on user technical issues • Ensure a positive end user experience and high end user satisfaction • Provide advanced technical support to applications and managed workstations • Maintain an in-depth knowledge and understanding of technologies, hosted applications, and services • Limit troubleshooting to 30 minutes in order to provide rapid response to continually incoming support requests • Contribute to the creation of documentation, knowledgebase and best practice guides • Communicate highly technical information to both technical and non-technical users • Escalate end user request upward, when needed
|Requirements||Skills and Experience|
• Bachelor’s Degree or similar, preferably pursuing IT certifications • 1-3 years’ of technical experience • Aptitude for technology and helping others use it as well as troubleshooting problems • Experience wearing many hats and quickly shift gears from one kind of problem to the next • Ability to easily communicate tech to a non-technical population • Experience in customer service and can stay calm under pressure • Self-driven and seeks out new information and techniques • Past record of managing expectations as well as your time • Collaborative across teams and are personable, helpful, and incredibly detailed • Experience being the “go to person” for computer questions in personal networks • Experience building a computer and have explored learning more about IT in free time 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 • Occasional travel required