Associate Technical Support Engineer

Associate Technical Support Engineer
The Associate Engineer position under general supervision is responsible for the triaging, basic troubleshooting, part ordering, and escalation of customer inquiries as appropriate received via phone, web, and emails request.
Utilizes superior customer service skills to address all client requests for support in an efficient, courteous, and professional manner, and escalate when necessary
Remain consistent with communication to clients until issues are resolved
Provide accurate and timely logging of problems and resolution for problems in the problem management database
Courteously obtain and convey concise problem information for external and internal service personnel
Escalate problems as appropriate following service desk procedures
Act as a liaison between customers and internal support staff to assure accurate problem interpretation
Maintain in-depth knowledge of service desk supported products and services
Maintain communications with customers during the problem resolution process as appropriate
Required Knowledge and Skills:
Knowledge of Windows OS (Windows7, Win8, Server 2008, 2010)
Basic understanding of Networking
Basic understanding of Workgroups, Domains
Competent in use of Microsoft Office applications (Word, Excel, etc.)
Fluent in the English language
Excellently demonstrated verbal and written communication skills
Strongly demonstrated organizational skills
Ability to multi-task
Ability to maintain calm, professional demeanor when under pressure
Ability to learn and retain knowledge
Basic Qualifications:
Associate's degree
Experience working with computer hardware troubleshooting
Preferred Qualifications:
Bachelor's degree in computer hardware/software, MIS, Engineering
Basic knowledge of SQL 2010, SQL Configuration Manager and Query statements
MSCE Certification
Fluent in French
Network certified technician
Experience in a technical support position over the phone
Knowledge of computer hardware peripherals (Installation and Setup): Printers, Monitors, network printers, scanners, keyboards, input devices
Work Conditions
Office Environment
Occasional work-from-home (requires functional, quiet environment)
This will be a 4 10's shift with a start time between 2pm - 4pm
It will require weekend shifts and shift rotations to meet business needs

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