It Systems Engineer Onsite

Job description

Roles and responsibilities

• Provide an exceptional, state of the art customer service experience
• Maintain a customer is always right and customer first attitude
• Help resolve issues escalated by the Service Center Level 1 team related to desktop, printers, scanners, applications, mobile devices, phones, ISP, O365 email and fax
• Maintain Support of all major applications
• Escalate application issues to respective vendors and follow-up till resolution
• Perform O365 Email management
• Major incident management including communications
• Troubleshoot ISP related issues and outages
• Engage Systems Engineering team as necessary to resolve complex issues
• Engage Customer’s IT team as necessary
• Engage IT vendors as necessary (i.e. Desktop warranty support)
• Maintain technical documentation to assist/mentor Service Center Level 1 team to ensure high first touch resolution rate and reduce escalations
• Identify major incidents and immediately escalate to the Service Center Lead and Service Center Manager
• Remotely assist users through desktop sharing
• Run diagnostics to identify and resolve customer reported issues
• Follow up with customers to ensure full resolution of issues
• Demonstrate expertise in Service Center policies and procedures
• Thoroughly document customer interactions and troubleshooting steps in the ticketing system
• Providing technical advice on equipment health and relevant purchases required
• Contribute to the development and dissemination of help sheets, usage guides, and FAQ lists for end users
• Identify and recommend end user training programs to increase computer literacy and self-sufficiency
• Constantly innovate
• Constantly bring new ideas to improve customer services
• Constantly bring new ideas to improve service center processes, procedures and services

Knowledge & Experience

• Exceptional customer service orientation
• At least 4 years’ experience in Service Center/Help Desk services
• Confidence, composure and patience during phone-based tech support
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on listening and questioning skills
• Energetic, able to switch gears quickly from job-to-job / task-to-task
• Ability to easily troubleshoot and resolve PC and mobile hardware, software, operating system, email, printing, and network issues
• Strong knowledge of Microsoft products, including Windows 10 and Office 365
• Strong knowledge of hardware devices such as desktops, laptops, thin clients, and printers
• Strong documentation skills
• Ability to present ideas in user-friendly language to non-technical staff and end users
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• Extreme attention to detail and follow through
• Desire to learn; independently and on the job

Certifications Preferred

• ITILFoundation, Practitioner
• CompTIA A+, Security+
• HDI Customer Service Representative (HDI-CSR)
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Cisco Certified Technician (CCT)
• Cisco Certified Network Associate (CCNA)