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 : Seattle, WA 98101

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 Client 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 the Client 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 ex-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

Preferred qualifications

Top 3 must-have hard skills

TekWissen Group is an equal opportunity employer supporting workforce diversity.