Senior Technical Support Engineer-Team Lead

Location: ,
Job Category:
Job ID: 108479
Employment Type:
Salary:
Posted: 04.30.2024

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Occupations:

Job Description:

JOB PURPOSE/SUMMARY

The Senior Technical Engineer will be responsible for providing advanced technical support to MBC’s customers, resolving complex technical issues, and acting as an escalation point for the support team. This role involves in-depth knowledge of our products/services and requires excellent problem-solving and communication skills

The function of the TSE is to:

• Diagnose and advance troubleshooting to resolve complex technical issues related to LENOVO.
• Act as an escalation point for the support team to assist with challenging cases.
• Interact with customers directly to provide exceptional customer service while maintaining a professional and courteous demeanor.
• Train and mentor junior support engineers on technical concepts and best practices.
• Maintain detailed, clear documentation for common issues and solutions amongst Service team.
• Handle and prioritize escalated cases, ensuring timely resolution of 24-hour Service Level Agreement and customer satisfaction is maintained and achieved.
• Maintain in-depth knowledge of LENOVO, including new features and updates.
• Perform duties with adherence to the Company's Health, Safety and Quality procedures and practices
• Ensure that good housekeeping practices are maintained at all times and the housekeeping checklist completed on a monthly basis.
• Any other related duties that may be assigned from time to time

KEY RESPONSIBILITIES

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
• Remote 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.
• Interact with all customers, both internally and externally by company policies.
• 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.
• 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.

Job Requirements:

EDUCATION/SKILLS REQUIREMENTS

• Certification in Information Technology or equivalent industry experience
• Ability to work in a team
• Knowledge of pc/laptop hardware
• Knowledge of supplies for printers
• Proficient in Microsoft Office
• Ability to Multi-task
• Ability to prepare and process data (compiling and sorting)
• Excellent oral and written communication skills
• Strong customer management skills
•  4-6 years' experience in the IT industry