Technical Support Engineer

Summary

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.

Essential Duties & Responsibilities:

• 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.
• 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.

Required Experience & Skills:

• 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 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.
• 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.

Essential Physical Requirements:

• 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.

McLarens Benefits – “It’s All Here”

• Health Insurance - Medical, Dental, Vision, Life, and Disability Insurance
• Health Saving/Flexible Spending - access to flexible spending and health savings accounts
• Retirement – 401(k) program with company match 
• Pet Benefits – ensuring the well-being of your extended family
• Identity Theft Insurance – offering security and peace of mind
• Wellness Programs - supports financial, physical, and mental well-being
• Career Development – fostering growth and advancement in the workplace
• Community Day of Service/Float Holiday – our Day of Service promotes community involvement, and our personal float holiday can be used as desired
• Employee Discount Program - offers exclusive discounts and deals on a wide range of products and services
• Employee Assistance Program - designed to provide life balance support and counseling