ID
#32198031
Job type
Permanent
Salary
Depends on Experience
Source
HireRising
Date
2021-12-29
Deadline
2022-02-27

Technical Support Engineer III

Arizona, Phoenix, 85001

Permanent

Vacancy expired!

Role SummaryOur client is looking for an IT Helpdesk Technician to join their team. If you’re the kind of person whosees a problem, develops a solution, and creates an improvement no one’s asked for yet, then wewant to talk to you! As the successful candidate, you will be responsible for ensuring IT supportrequests are addressed in a timely manner while exhibiting exemplary customer service skills.Candidates should be excellent engineers and organizers that have demonstrated the ability to learnquickly and work effectively in a fast-paced, rapidly changing environment. Our ideal candidateexhibits a can-do attitude and approaches his or her work with vigor and determination. This role isto provide heavy end-user technical support via calls and tickets. This role is part of the Enterprise ITteam that manages IT across the brand.

Essential Duties and Responsibilities

Able to perform all the HelpDesk Tier 1, Tier 2, and Tier 3 responsibilities and act as escalation for Tier 1 and Tier 2 engineers.
Receive technical support requests from internal users via phone, email, and online ticketing system.
Provision computer hardware/software and network support
Review application issues
Manage computer inventory and supplies
Triage, prioritize and remedy end-user computer issues
Manage projects in a results-oriented environment
Emotionally intelligent; demonstrates patience, understanding and empathy for a frustrated customer. Has a true desire to build a relationship with the customer.
Problem solver: takes the initiative to reproduce the problem before navigating a solution by understanding not just what went wrong, but what action the customer is after.
Good communicator: has a practiced grasp on how to reduce complex concepts into familiar, digestible terms for a customer, avoiding long-winded explanations and focusing on solving the issue quickly. Friendly, honest, and — most importantly — brief.
Methodical; deliberate, detail-oriented with the ability to get to the heart of the problem.
Regularly follows up with customer until their problem is resolved.
Interact with end-users in a professional and courteous manner, providing quality service.
Accurately identify, evaluate and prioritize end-users' issues, requests and/or questions.
Provide first level support and other documentation as necessary to aid in troubleshooting, resolving or reproducing the end-user issues or escalate as necessary.
Document issues, requests and/or questions into ticketing system.
Regularly communicate with end-users as to the status of open tickets.
Perform post-resolution follow-ups to issues/requests.
Increase productivity by continued improvement of knowledge level and troubleshootingprocedures.

Qualifications

Minimum three year of experience in a technical role providing remote support in a technical service desk environment, MSP experience a plus.
Strong Technical Aptitude
Strong track record of understanding and interest in current and emerging technologies both from Administrator side and end user side.
Ability to effectively document and triage most calls.
Demonstrated understanding of how this role affects the end-user or other team members involved in serving the client.
Preferred experience with IOS – troubleshooting and maintain
Preferred experience with a Mobile Device Management platform (JAMF, Airwatch, Intune, Maas360)
Mature approach with a focus on customer service, rapport-building, listening, and questioning skills.
Effectively apply communication skills to build and maintain relationships.
Able to work effectively with others and to build a shared vision which leads to accomplishing team goals and identifying/resolving problems.
Knowledge of PC and printer hardware configuration, deployment, and troubleshooting.
Experience with Windows operating systems, Adobe, Office 365, Outlook, Excel, PowerPoint, Hardware, Active Directory, Zoom Meeting Software, Understanding of TCP/IP and the ability to learn various application platforms. Zoom and Teams preferred
Provide remote and on-site support to 20+ locations and counting
Prior experience utilizing ticket tracking system is a plus

Vacancy expired!

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