IT Technical Support Engineer

Depends on Experience

Contract: W2, Corp-To-Corp, 12 Month(s)


    MCSACCNAOktaServiceNowSlackOffice365Gsuite administrationntuneJAMFDruva administration

    Job Description


    IT Technical Support Engineer

    San Jose, CA 

    12 Months 


    Key responsibilities:

    • Front-line support for Tier 1,2 and 3 requests
    • Ticket 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

    Remotely resolving incidents within their capability and implementing known solutions to known issues

    • 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
    • Other duties as assigned by management

    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

    It's good to have:

    • General knowledge of remote support technologies and strategies
    • Knowledge of service management tools for tracking ticket
    • Knowledge of virtualization technologies
    • Jira and Confluence administration
    • CompTIA Network+, MCSA, CCNA Routing & Switching