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    IT Technical Support Engineer - San Jose, United States - Winmax Systems

    Winmax Systems
    Winmax Systems San Jose, United States

    2 weeks ago

    Default job background
    Description

    Title:
    IT Technical Support Engineer


    Location:
    San Jose,CA (Hybrid)

    Contract: 6+ Month


    Job description:


    Client is looking for an IT Technical Support Engineer to be part of the Corporate IT team in the USA.

    You will work in an exciting and extremely fast/paced environment.

    You should have strong written and verbal communication, solid hardware/software troubleshooting skills for common desktop/laptop issues, IT infrastructure, and a customer-focused mentality.

    Our overall goal is to provide a world-class customer support experience that is hyper-focused on efficiency.


    Key responsibilities:
    Front-line support for Tier 1,2 and 3 requests
    Ticket triage and acts as a single point of contact for customers on escalations to theappropriate level
    Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of allincidents within SLA guidelines
    Remotely resolving incidents within their capability and implementing known solutions to known issues
    Responsible for working with other support specialists to coordinate and quickly resolvecustomer issues; Providing regular updates to customers as efforts for resolution progress
    Responsible for escalating issues to third parties and higher technical and managerial supportin accordance with expected service levels
    Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct andtimely closure and completion of all incidents in ticketing tools
    Monitors incident status and escalates cases that are not resolved in a specific time frame
    Other duties as assigned by management

    Ideal candidates should have:
    Relevant work experience 2+ years in technical support or a similar technical environment
    High level of understanding and experience with information technology
    Ability to communicate effectively with all levels of employees/management
    Must have a high technical aptitude, be highly motivated, and be ready for a challenge
    Strong communication, documentation, and analytical skills
    The ability to handle stressful situations and tight deadlines in a fast-paced environment
    Excellent English language verbal and written communication skills.
    High level of Windows and MacOS knowledge- laptop imaging and configuration, hardware and software issues troubleshooting skills.
    Active directory and PowerShell knowledge
    Okta, ServiceNow, Slack, Office365, Gsuite administration
    Intune, JAMF, Druva administration
    Basic networking knowledge

    It's good to have:
    General knowledge of remote support technologies and strategies
    Knowledge of service management tools for tracking ticket
    Knowledge of virtualization technologies
    Jira and Confluence administration
    CompTIA Network+, MCSA, CCNA Routing & Switching


    PayRate:
    $35-38/hr,W2

    #J-18808-Ljbffr
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