Technical Support Engineer

  • location: Austin, TX
  • type: Temp to Perm
  • salary: $15 - $16 per hour
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job description

Technical Support Engineer

job summary:
One of our Austin clients is looking to add a Technical Support Engineer to their growing team. This position acts as domain expert for technology related support issues. Provides day to day guidance to the IT Solutions Technicians. Provides tier 2 and 3 technical support to remote and local end users on a variety of issues. Leads the help desk team in delivering exceptional customer service by monitoring that incident resolution and that customer requests are promptly attended to.

 
location: Austin, Texas
job type: Contract
salary: $15 - 16 per hour
work hours: 8am to 5pm
education: High School
 
responsibilities:
ESSENTIAL FUNCTIONS :

  • Closely monitor both received and open calls to meet customer satisfaction.
  • Ensure proper documentation of service ticket status
  • Delegate help desk tickets to team members accordingly to optimize service delivery pace.
  • Observe service desk operation processes to determine how effective they are and help develop new processes when old ones are ineffective.
  • Work closely with management to make provision for replacement hardware
  • Deploy technology equipment for new employees
  • Assist in maintaining inventory of all IT equipment, software and software licenses.
  • 2 nd level escalation point for team members to Troubleshoot, repair and resolve issues with mobile devices, computers and software.
  • Ability to identify when to seek guidance and escalate issues to management.
  • Lead team members by exhibiting strong interpersonal skills and ability to execute on goals and SLA's
  • Backup the IT Manager in day to day operations as needed.
  • Other responsibilities as needed
 
qualifications:
POSITION REQUIREMENTS :

  • Minimum 2 years of relevant experience.
  • Associates degree preferred.
  • Knowledgeable in service desk systems and IT tools.
  • Knowledge of networking concepts and technologies (DHCP, DNS, TCP/IP, Wireless, Ethernet).
  • Knowledge of Microsoft Windows operating systems and other software.
  • PC hardware/software troubleshooting.
  • Management and configuration of Apple iOS devices.
  • Managing users and computers in an Active Directory domain.
  • Remote access technologies (VPN, Citrix).
 
skills: DHCP, DNS, TCP/IP, Apple, IOS, Windows, VPN, Citrix


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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