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Customer Technology Support Engineer

Customer Technology Support Engineer


Job
Summary:
OnlineComputers.com is looking for a highly motivated, knowledgeable, and energetic Customer Technology Support Engineer to join our dynamic organization. This individual will provide support for service requests. Service is generally provided via phone, email and onsite visits. These include hardware, software applications, administering of software and handling of special projects. This is a fast-paced and innovative environment, often with multiple competing deadlines, so the ability to diligently multi-task is an invaluable required skill. This position will report to the Technology Coordinator.

Responsibilities:
o Handle assigned support tickets and projects.
o Troubleshoot and resolve all hardware & software problems.
o End-to-end ticket ownership (from the time a case is received until it is closed)
o Support remote users in our other offices
o Research and resolve hardware and software problems with other end users and vendors
o Write knowledge base articles by documenting problems and resolutions in the team knowledge base
o Single point of contact during system outages and upgrades
o Configure, install and maintaining all end user IT equipment including - computers, laptops, printers, VoIP phones, mobile devices and the software that runs on these systems.
o Administer Accounts through Active Directory and other administration tools
o Responsible to update Wiki and Knowledge base with common issues and information.
o Willing to work after hours or on weekends to support, install, upgrade systems and hardware as needed
o Required to be part of a 24x7 on-call rotation team
o Occasional traveling to client sites outside the state.
Qualifications:
o Bachelor's Degree, Computer Science or related field
o 3 years minimum experience with prior desktop support experience
o Strong prioritization and organizational skills with attention to detail and quality.
o MUST have effective written and verbal communications skills
o MUST have amazing Customer Service Skills. If you are afraid to talk to users, please do not apply.
o Well versed with ITIL best practices
o Must work well with end-users in time-sensitive, high pressure environment
o Willingness to learn new technologies
o Experience with the support and management of mobile devices (iPhone, iPad, Android)
o Familiarity with help desk tracking software; ConnectWise is a plus.
o Thorough knowledge of software: MS Office 2013 Suite, Windows 7/8, Mac OS
o Possess in-depth knowledge of TCP/IP communications protocols
o Ability to lift up to 50lbs and to physically move servers and PC equipment.
o Valid state issued driver's license
To apply:
Please send us a copy of your resume with a cover letter and salary requirements

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