Job Details

ID #3200495
State California
City San diego
Full-time
Salary USD TBD TBD
Source California
Showed 2020-01-15
Date 2020-01-13
Deadline 2020-03-13
Category Systems/networking
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Tier 1-2 Helpdesk Support Engineer (SAN DIEGO)

California, San diego 00000 San diego USA

Vacancy expired!

Helpdesk Support Engineer

Job brief

We are looking for a Helpdesk Support Engineer to provide on-site level 1 and level 2 assistance to our client base. You will diagnose and troubleshoot software and hardware problems and help our employees install applications and programs.

An excellent Helpdesk Support Engineer must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

Responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give employees quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact employee via phone and/or provide clear, written instructions and technical manuals.

To be qualified for this role, you should have a minimum of 1 year work experience in supporting Microsoft, Cisco, Linux or similar software applications, certification in these products is a plus. If youre naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, wed like to meet you.

Ultimately, you will be a person our employees trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

Serving as the first point of contact for employees seeking technical assistance

Performing local and remote troubleshooting through diagnostic software, techniques and questions

Taking ownership of employee issues reported and seeing problems through to resolution of software and hardware issues

Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues including account setup and network configuration

Following standard procedures for proper escalation of unresolved issues to the appropriate support teams

Track computer system issues through to resolution, within agreed time limits

Talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue

Properly escalate unresolved issues to appropriate support teams

Provide prompt and accurate feedback to management and employees

Ensure all issues are properly logged

Prioritize and manage several open issues at one time

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Prepare accurate and timely reports

Document technical knowledge in the form of notes and manuals

Maintain excellent working relationships with the employees

Requirements

Determine the best solution based on the issue and details provided by the employee

Walk the employee through the problem-solving process

Direct unresolved issues to the next level of support personnel

Ability to diagnose and troubleshoot basic technical issues

Ability to provide step-by-step technical help, both written and verbal

Pass on any feedback or suggestions to the appropriate support team

Identify and suggest possible improvements on procedures

Proficiency in English

Excellent problem-solving and communication skills

Employee-oriented and even-tempered

Hands-on experience with Windows/Linux/Mac OS environments

Good understanding of computer systems, mobile devices, office automation, databases and computer peripherals, be proficient in initial trouble shooting of printer, scanner and including plotter

Familiarity with remote desktop applications and help desk software (eg. Zendesk, Kaseya)

Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

Able to travel to jobsites

Active Directory management

Mobile Device management and Air Watch to manage IPhone and IPad

Sharefile system or similar technology

VOIP (Shoretel, Cisco, etc)

Project Sales Achiever or similar software

Microsoft Office Suite

Vacancy expired!

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