Experience:
1-3 years of experience
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Employment Type:
Full time
Posted:
8/22/2017
Job Category:
Information Services
Support Services Engineer
(This job is no longer available)
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Job Description

*Up to 25% local travel only for this role*

Prestigious Professional Services Firm is currently seeking a Systems Support Engineer with strong end-user and Windows Server and VM support skills. Candidate will assist clients by providing outstanding customer service and end user support to clients increasing business support requests. Candidate is primarily responsible direct end-user support for computer, software, and networking hardware. This includes standardized software systems and other business applications. This support is provided remotely or onsite depending upon the support location and agreement. This position provides administrative and organizational services supporting the operations of the small to large organizations.

Responsibilities:

Managing technical support incidents and provide functional support and assistance to a local and global user base, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently.

Receive and respond to user inquiries, requests, and escalations via telephone, email, case tracking system professionally and with speed, accuracy and proficiency
Document activities and resolutions in ticketing system
Monitor ticketing system and email for notification and internal assistance requests
Troubleshoot and resolve problems to satisfy requests
Complete any necessary research and on the job training to resolve incidents in a timely and efficient manner
Participate in regular quarterly training courses
Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times
Support maintenance of Servers, and other devices when requested
Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
Perform field work at customer locations in Chicagoland area (less than 20%)
Perform other incidental and related duties as required and assigned
Improve knowledge of, and ability to operate, all technical support tools and technologies
Provide end user training in small group sessions as well as perform new employee mentoring
Participate and/or Lead in supporting IT requirements for events such as large conference/departmental meetings or company town halls
Contribute technical solutions to the IT Knowledge Base
Participate in projects and initiatives as directed by the Manager of Support Services.

Qualifications:

Bachelor Degree in Information Systems, Engineering, or Computer Science
CompTIA A+, Network+, Microsoft Certified Professional (MCP) or ability to achieve one certification within next 6 months
2 years of previous hardware or software consulting experience is preferred
Demonstrated knowledge of PC/MAC hardware, software, components and basic troubleshooting, Windows networking, LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobile devices
o Knowledge in the following technologies: Microsoft Windows 7/8.x/10, Office Professional (Outlook, Word, Excel, Access, PowerPoint), VPN and remote access clients, mobile devices, Microsoft Internet Explorer, Adobe Acrobat, Antivirus client software, imaging tools, software distribution tools (System Center Configuration Manager, etc.)
o Basic understanding of Microsoft Windows operating systems (server & Workstation)
o Basic understanding of Microsoft Office Suite (2013/2016)
o Experience working with IP Networking and networking protocols
o Experience supporting end user workstations

Qualifications

Applicants must be eligible to work in the specified location