Support Engineer II

Overview

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is a company operating a marketplace for consumers, sellers, and content creators. It offers merchandise and content purchased for resale from vendors and those offered by third party sellers.

Position : Support Engineer II

Location : Arlington, VA 22202

Duration : 3 Months

Job Type : Temporary Assignment

Work Type : Onsite

Note : No parking will be reimbursed

Job Description :

• The client's IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from the Corporate and its subsidiary employees worldwide. The successful IT Support Associate II will be customer focused and motivated by team success.
• You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests.
• You will also be committed, flexible, and demonstrate the ability to maintain high levels of productivity while maintaining quality support.
• Provide basic technical support to Corporate employees worldwide.
• Research, resolve, and respond to inquiries received via web chat, telephone calls,email, ticketing system, all in a timely manner, in accordance with organizational standards.
• Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following upto ensure the problem has been resolved.
• Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
• Informs customer of needed repairs and answers basic questions.
• Ensures that customer understands and is satisfied with work completed.
• Follow all standard operating procedures (SOP) through the effective use of knowledge management.
• Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
• Assist with activities to triage and escalate any system or network outage to reduce downtime.
• Assist with remote assistance in Teleconferencing systems and AV presentation equipment.
• Adherence to shift schedules and timeliness are key requirements
• Willingness to work flexible shifts and scheduling, weekends, and holidays

Typical Day in the Role :

Day to Day Rhythm :

This person will be supporting the client experienced employees with onsite IT help requests though a ticketing system and will help people in person

Culture and Training :

Each site will have their own way of onboarding

Candidate Requirements :

Basic qualifications

2+ years of experience supporting Windows, Mac and / or Linux Operating systems in a corporate setting

High school or equivalent diploma

Associate in Computer Science or related field or experience equivalent.

2+ years of experience in helpdesk or desk-side environment

Experience in Windows, Mac OS environments

Strong verbal skills proven ability to communicate with technical and non-technical staff

Ability to work both independently and within a team environment

Display a commitment to quality and strong multi-tasking skills

Preferred qualifications

Bachelor's degree in Computer science or IT related field

Microsoft MCSE, MCITP Systems Administrator (Active Directory)

Bachelor's degree in Computer science or IT related field

Advanced Linux systems administration skills

Strong troubleshooting skills of very complex systems

Ability to explain complex IT concepts in simple terms

ITIL Foundation Certification

Top 3 must-have hard skills

2+ years of experience supporting Windows, Mac and / or Linux Operating systems in a corporate setting

2+ years of experience in helpdesk or desk-side environment

TekWissen Group is an equal opportunity employer supporting workforce diversity.