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Form of workJob Description
Job title : Desktop Support Tech
Location : Atlanta, GA
Duration : 2 Months
Type : Onsite
Job Description:
The Client requires staff augmentation to facilitate Desktop Support responsibilities.
The Desktop Support Engineer will hold responsibility for but limited to:
Location : Atlanta, GA
Duration : 2 Months
Type : Onsite
Job Description:
The Client requires staff augmentation to facilitate Desktop Support responsibilities.
The Desktop Support Engineer will hold responsibility for but limited to:
- Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at customer sites
- Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at customer sites
- May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Technical Support co-workers as appropriate
- Individuals will be responsible for responding to new customer support cases via phone email and chat
- Use their skills to troubleshoot and accurately document customer issues
- Providing regular communication to the customer in a timely and professional manner
- Assist colleagues in the team with mentoring and training
- Assume ownership of customer issues and aim to resolve issues effectively, escalating cases Level 3 or product champions where necessary
- Assist in the testing of new product builds and releases
- Solve basic common user problems in real time, including software functionality problems and questions
- Basic understanding Windows Active Directory
- Familiarity with CCD and/or Digital camera technologies for tuning and improving video image quality
- Strong computer skills, including MS Excel, Outlook, Windows Operating Systems
- Work experience in a Technical domain
- Senior Technical Support Specialist will spend significant time with customers, so a great deal of "on-the-road travelling will be necessary on a weekly basis
- Typically qualified to HNC / HND level in electronics or another relevant subject, but may be qualified by experience
- Advanced troubleshooting of customer issues and be accountable for providing customers with timely resolution and feedback
- As you gain in experience mentor new team members
- When requested perform customer on-site visits
- Work closely with Engineering to ensure issues are accurately diagnosed and replicated
- Debug Software and Hardware issues and provide solutions to the customer
- Report, escalate, and manage resolution of customer's problems
- Manage account and ensure any product updates/new releases are matched to the customer's business case and strategy
- Site visits and conference calls with customers and partners required
- Be able to work comfortably in a fast paced environment
- Responding to customer's operational queries
- Implementation of software updates
- Candidate should have strong SQL skills and ability to understand complex SQL statements
- Outstanding problem solving skills with good technical knowledge of storage systems and TCP/IP
- A strong capacity and desire to develop customer service and communication skills
- The ability to manage multiple urgent issues in parallel.
