Technical Support Engineer
- Maintenance/Repair
- Full time
- San Juan or Santa Cruz or El Socorro
- 05/27/2024
Job Overview
Date Posted:
Posted 05/27/2024Experience:
Entry LevelSalary:
TTD UndisclosedLocation:
San Juan or Santa Cruz or El SocorroExpiration date:
03/31/2026JOB PURPOSE/ SUMMARY
The Technical Support Engineer will provide technical assistance (Tier I or Tier II support) and answers to users’ questions, assisting users by troubleshooting problems with computer hardware or software.
The function of the TSE is to:
- Provide remote and or onsite technical support for internal and external customers.
- Perform triage on inbound customer calls and service requests or escalate customer issues as appropriate and support the Service Manager in providing resolutions to the related issues.
- Perform Parts Testing and Manufacturer Coordination roles as required and certified.
- Offers after-sales technical support solutions once a product has been sold.
KEY RESPONSIBILITIES
This position is responsible for providing technical support, troubleshooting, and repairs of computer systems in-house and at customer sites.
This position is responsible for providing technical support, troubleshooting, and repairs of computer systems in-house and at customer sites.
- Verify if the device is within the warranty period.
- Identifies, investigates, and resolves users’ problems with computer software and hardware
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
- Configuration and deployment of new desktops, laptops and servers.
- Consult with users to determine steps and procedures taken to identify and resolve the problem.
- Applies knowledge of computer software, hardware, and procedures to solve problems.
- Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
- Collaborates with other staff to research and resolve problems.
- Collaborates with programmers to explain errors and/or recommend modifications in programs.
- Arranges service by software or hardware vendors to repair or replace defective products.
- Maintains knowledge of technology innovations and trends.
- Ensures call Log Data is accurately recorded and submitted promptly.
- Ensures all tools are kept in good working order and no tool is lost, damaged, or broken.
- Ensures all the duties of the Technical Support Engineer (HP) are completed as per the job description
- Provide feedback/follow-ups/updates to customers regarding outstanding issues. Interact with all customers, both internally and externally by company policies.
- Schedule site visits with customers.
- Report/Document reported errors accurately.
- Ensure necessary tools are available and on hand.
- Update cases via the ERP system accurately and timely
- Provide accurate and timely feedback to internal and external customers.
- Achieves customer satisfaction by responding within 3 hours to a service call for break/fix repairs and having a resolution to the problem within 24 hours.
- Ensure devices are connected/networked according to customer requirements and best practices.
- Meets company attendance standards by reporting to work punctually and working all scheduled hours and any required overtime.
- Effectively communicate problems to the customer and start the service experience.
- Ensure accurate data is logged and have a full understanding of service requests from the helpdesk.
- Effective 'debriefing' and reporting of service calls for future enhancements.
- Follow company guidelines for SLA (Service Level Agreement) for responding to customer calls.
- Coordinate with the relevant teams to ensure that SLA are met.
- Replace all tools (Screwdrivers etc.) in the correct location.
- Interact with all customers, both internally and externally by company policies.
- Performs other duties as assigned.
Key Deliverables & Accountabilities
- Three (3) hour deadline for response time to customer queries.
- Twenty-four (24) hour deadline for resolution.
- Same-day completion of work/updates to ERP.
Performance Criteria
- Demonstration of thorough knowledge of internal call handling procedures.
- Internal and external customer service satisfaction ratings.
- Regular on-time attendance history and flexibility to meet changing customer demands.
- Commitment to ongoing technical education and successful completion of internal and external certifications as planned.
- Demonstrate analytical, problem-solving, and communication skills.
- Accuracy and regularity of completion of internal process documentation and tasks.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Clean desk policy.
- Vehicle usage policy.
- Computer usage policy.
- Proficient with ERP systems, Microsoft Office Suite, or related software.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Presents professional appearance to clients by dressing in professional attire according to company standards.
- Proficient in professional oral and telephone etiquette.
- Ability to gather relevant information systematically identify needs and solve problems following the instruction.
- Ability to maintain ongoing relationships with customers, peers, and support partners.
- Ability to effectively interact and communicate with people at the operational level.
- Perform reporting and administrative functions.
- Manage time effectively.
- Ability to work/collaborate as a team.
- Strong customer management skills.
- Must be able to work with limited supervision.
- Proficient with ERP systems, Microsoft Office Suite, or related software.
- Proficient with or the ability to quickly learn an array of computer hardware and software.
EDUCATION/ SKILLS/REQUIREMENTS
- Three-five (3-5) years of experience in customer technical support or a related field or A degree in computer science or a related field
- A+ certification.
- Experience as a Tier I or Tier II support engineer
- Certification in Microsoft, Linux, Cisco, and Fortinet is advantageous.
- Extensive knowledge of computer hardware including desktops, laptops, and servers.
- Prior experience in tech support, desktop support, or a similar role.
- Proficiency in Windows/Linux/Mac OS.
- Experience with remote desktop applications and help desk software
- Basic networking and technical proficiency in computer systems.
- Strong analytical skills
- A working vehicle
Related Jobs
Senior Technical Support Engineer
- Maintenance/Repair
- Full time
- San Juan or Santa Cruz or El Socorro
- 02/05/2024
- Undisclosed
Electronic Security Systems Technician
- Technician, Security, Maintenance/Repair, Information Technology
- Contract, Full time
- Other
- 05/28/2025
Fire Detection Technician
- Technician, Maintenance/Repair
- Contract, Permanent Full Time
- Other
- 05/28/2025