Technical Support Engineer
Tahche Careers
Date: 23 hours ago
City: Cebu City
Contract type: Full time
Our US Partner Client is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.
As a Technical Support Engineer, you will have responsibility for remote client support, as well as infrequent onsite support, including heavy interaction with end-users in diverse computing environments.
This is a full-time role, on a US shift and on a Work in the office set-up.
If you have the right skill set, this may be your opportunity to enter this fast-growing organization.
Duties And Responsibilities
As a Technical Support Engineer, you will have responsibility for remote client support, as well as infrequent onsite support, including heavy interaction with end-users in diverse computing environments.
This is a full-time role, on a US shift and on a Work in the office set-up.
If you have the right skill set, this may be your opportunity to enter this fast-growing organization.
Duties And Responsibilities
- Ability to handle diverse computing environments in a wide cross section of business clients
- Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution
- Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause
- Sets client expectations appropriately throughout the troubleshooting process
- Utilizes appropriate software utilities and and vendor or application specific tools to provide fastest resolution of customer incidents
- Monitor the Remote Service Center (RSC) Service Board for newly created service tickets
- Prioritize tickets created
- Follow best practices for escalating tickets to Tier 2 engineers
- Communicate steps taken during troubleshooting and resolutions through clear non-technical communication
- Demonstrate the correct level of urgency while resolving client incidents
- Resolution of incidents/requests related to, but not limited to the following:
- Mail Application/Office 365 issues
- Client/Server Connectivity issues (per SOP)
- Time Sensitive and VIP Workstation incidents
- File Restores
- Remote Access incidents (Citrix and Terminal Services)
- Password Resets
- Networked Printer Issues
- At least 3-5 years of solid desktop support experience
- Knowledge of mobile device configurations and troubleshooting
- Experience installing, troubleshooting and customizing Microsoft Office including Outlook configurations
- Experience troubleshooting workstation hardware issues
- Knowledge and experience with Active Directory
- Strong problem-solving skills with the ability to prioritize and coordinate tasks
- In depth knowledge of Windows OS (7, 8.1, 10, etc.)
- Experience with Windows Server
- Experience with monitoring and remote management tools
- Experience with Apple OS
- Experience with VMWare
- CompTIA Net +
- Microsoft: MCP/MCITP/MCSA
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