Technical Support Engineer

Neptune Retail Solutions is seeking a Technical Support Engineer to provide enterprise-level assistance to internal customers. The successful candidate will diagnose and troubleshoot software and hardware problems, assist with application installation, and provide support via email, chat, and phone.

About Us

Headquartered in Jersey City, NJ, Neptune Retail Solutions is a premier retail marketing services company. We specialize in influencing buying behaviors through innovative solutions, including in-store, home-delivered, and digital media tactics. Our advertising and promotional programs are supported by rich data and insights, and we work with the country's largest consumer packaged goods manufacturers to provide unparalleled consumer reach and engagement.

Position Summary

The Technical Support Engineer will provide technical support to internal customers, resolving computer-related issues, configuring operating systems, and leveraging remote desktop connection solutions. The role involves researching and identifying solutions to software and hardware issues, diagnosing and troubleshooting technical problems, and providing prompt and accurate feedback to customers.

Position Responsibilities

• Research and identify solutions to software and hardware issues.
• Diagnose and troubleshoot technical issues, including account setup and computer configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track computer system issues through to resolution, within agreed time limits.
• Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Laptop imaging and asset management.
• Ensure all issues are properly logged and prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Perform new hire IT orientations and document technical knowledge in the form of notes and manuals.
• Mobile technical support and IT lab support.
• Help with office services and data center as needed.

Position Qualifications

Neptune Retail Solutions is an Equal Opportunity Employer

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