Desktop Support Engineer

Note:

• There will be two rounds of interviews for this position. The first round will be conducted virtually, and candidates who are shortlisted will be invited to participate in a second-round onsite interview. The onsite interview location, as well as the work location for this role, is Fishkill, NY.
• This role is onsite in Fishkill, DC, NY, with 5 days onsite attendance required.

Job Profile Summary:

• In this role, you will work in a dynamic, high paced environment focused on ensuring that our employees' end-to-end technology needs are met quickly and efficiently by delivering service that is above and beyond our internal customer's expectations in our: headquarter, stores, regional offices, distribution centers and remote locations.
• With a Customer Curious mindset, your goal is to enable and unlock our employees' work productivity by providing a consistently high level of service and customer satisfaction to the business. Responsibilities include assessing, diagnosing and resolving technology issues.
• Must be flexible in supporting our employees on-site and remotely.

Description:

• Provide an exceptional technology experience for our. employees by listening, asking questions, soliciting feedback, assessing and responding appropriately to customer's device hardware and application issues, requests and needs in an efficient and timely manner.
• Determines appropriate and alternative solutions from mostly defined procedures and options
• Research, diagnose, resolve or escalate technical and procedural issues from multiple service channels using multiple tools and documented processes
• Deliver positive customer experience by creating a welcoming environment and providing best in class service through all support channels in person and virtually
• Ensure consistency in service quality and capabilities for an overall high level of customer satisfaction
• Demonstrate a sound understanding of relevant technologies and application products and understands the customer in a technology support environment.

Additional Details:

• Excellent interpersonal and customer service skills, ability to develop and maintain good relationships with business partners and at all levels of the organization
• Learns and applies process and technical knowledge in problem solving with ability to multitask work while keeping stakeholders informed.
• Take personal accountability to meet key performance measurements