Technical Support Engineer
Date: Oct 15, 2024
Location: Peachtree Corners - Hybrid, GA, US
Company: McLarens Global
Established in 1932, McLarens is a premier independent global insurance services provider with a widespread global presence. Specialising in complex, commercial, and niche markets, the company offers comprehensive loss adjusting, claims, and risk management services, along with forensic technical services, auditing, and pre-risk surveying. McLarens' extensive global network allows for consistent service delivery to clients globally, while also providing localized expertise and responsive support. Our seasoned adjusters boast an average of over 20 years of experience, catering to various industries with expertise in Property, Casualty, Crisis Management, Natural Resources, Construction & Engineering, Agriculture, Aviation, Forensic Accounting, Investigation, Marine, FAJ & Specie, Global TPA Services, and Environmental consulting services.
The professionals at McLarens live by a set of shared values that guide their actions and behaviors:
EXCELLENCE – We aim for nothing less than the highest standards in everything we do.
TEAMWORK – We work best when we work together with clients, colleagues, and suppliers alike.
RESPECT – We are trusted to keep our promises, act with integrity, and treat people the right way.
KNOWLEDGE – We know our market better than anyone, but still, we never stop developing.
THOUGHT LEADERSHIP – We use inspired thinking and pioneering solutions to stay ahead in an ever-changing market.
ACCOUNTABILITY – We move with urgency to deliver on our commitments and drive for results, even amid ambiguity.
Description
The Technical Support Engineer’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and resolving end-user help requests. Problem resolution may involve diagnostic and help request tracking tools and require the individual to give in-person, hands-on help at the desktop level.
Responsibilities
Operations
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Field incoming help requests from end users via telephone and e-mail in a courteous manner.
• Ability to resolve issues quickly and during the first call or contact.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software.
• Performing preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Demonstrate effective problem management, including identifying root causes and continued service improvement.
Position Requirements
Formal Education & Certification
• A college diploma or university degree in computer science and five years equivalent work experience.
• Certifications in CompTIA A+, Network +, MCITP, MCDST, Certified Help Desk Professional preferred.
Knowledge & Experience
• Knowledge of basic computer hardware, including laptops, desktops, mobile devices, tablets, Smartphones, printers, and wireless access points.
• Experience with desktop and server operating systems, including Windows 10 Professional Windows Server (2012/2016).
• Extensive application support experience with Microsoft Office suite, Power Shell, Adobe Acrobat, and Remote Assistance Tools (LogMeIn).
• Working knowledge of various diagnostic utilities, including Dell Support Assist, Event Viewer, and CMD commands.
• Working knowledge of Zendesk.
• Good understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, focusing on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• The ability to speak multiple languages is a plus.
Personal Attributes
• Ability to research a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Key attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional time management and the ability to multi-task.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
Work Conditions
• Sitting for extended periods.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and power tools and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
Our Company is an equal employment opportunity employer. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, genetic information, religion, national origin, age, disability, veteran status, or any other basis protected by applicable federal, state, or local laws. The Company also prohibits harassment of applicants or employees based on any of these protected categories.
Nearest Major Market: Atlanta