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    IT Technical Support Engineer - San Jose, United States - AMISEQ

    AMISEQ
    AMISEQ San Jose, United States

    Found in: Appcast US C2 - 3 days ago

    Amiseq background
    Technology / Internet
    Description

    Job Description:

    IT Technical Support Engineer

    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 the appropriate level
    • Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents 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 resolve customer issues; Providing regular updates to customers as efforts for resolution progress
    • Responsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levels
    • Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely 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
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