IT Technical Support EngineerLocation: San Jose, CA
Posted On: 01/17/2023
Requirement Code: 62358
Compensation: 30-39.46 hourly
Front-line support for Tier 1,2 and 3 requests
Ticket (Service Now) triage and acts as a single point of contact for customers on escalations to the appropriate level
Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines. Approximately 40 -50 tickets per week.
Responsible for working with other support specialists to coordinate and quickly resolve customer issues; Providing regular updates to customers as efforts for resolution progress
Responsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levels
Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing tools
Monitors incident status and escalates cases that are not resolved in a specific time frame
Ideal candidates should have:
Relevant work experience 2 years in technical support or a similar technical environment
High level of understanding and experience with information technology
Ability to communicate effectively with all levels of employees/management
Must have a high technical aptitude, be highly motivated, and be ready for a challenge
Strong communication, documentation, and analytical skills
The ability to handle stressful situations and tight deadlines in a fast-paced environment
Excellent English language verbal and written communication skills.
High level of Windows and MacOS knowledge - laptop imaging and configuration, hardware and software issues troubleshooting skills.
Active directory and PowerShell knowledge
Okta, ServiceNow, Slack, Office365, Gsuite administration
Intune, JAMF, Druva administration
Basic networking knowledge