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Job Details

Skills

Customer Satisfaction
Product Support
Repair
Preventive Maintenance
Service Level
Scheduling
Service Desk
Systems Engineering
Technical Support
Communication
Critical Thinking
Supervision
Management
Documentation
SAP BASIS
Information Systems
Training
Computer Hardware
Laptop
Printers
Software Troubleshooting
Microsoft Office
Server+
Microsoft Certified Professional

Summary

Position Title: Support Engineer II

Position Location: On Site / Oconomowoc, WI

Job Summary:

This position provides high quality solutions to customers to ensure their investment in technology is consistent with their business objectives by deploying, installing, upgrading, troubleshooting, and servicing client hardware/software. The Support Engineer will ensure that customers receive remote and on-site support, resolve all outstanding service issues within the committed response times, escalate any issues as necessary and be responsible for overall customer satisfaction.

Essential Functions:

Perform product support activities involving installation, upgrading, repair, and preventative maintenance of PC components, printers, and scanners.
Diagnose and use the appropriate tools to troubleshoot basic PC components, printers, and scanners.
Be responsible for tracking, monitoring, and providing timely updates and complete documentation for open service incidents to ensure service level standards are met.
Responsible for client communication (both verbal and electronic) including scheduling, updating of status, and communicating completion of service requests and incidents.
Engage and work with the Service Desk and System Engineering team to troubleshoot and resolve incidents when appropriate.
A professional, business-focused attitude and courteous manner towards clients, partners, and peers.
Ability to work weekends and/or off hours as necessary to meet client's needs.
Attain appropriate product/vendor certifications to ensure continual growth in knowledge of equipment troubleshooting techniques and methodologies.
Participate in regular staff meetings and communicate relevant information.
Provide input to the development and / or enhancement of Pellera Technologies' tech support- and systems admin-related processes and tools.
Other duties as assigned.

Required Skills/Abilities/Competencies:

Excellent verbal and written communication skills.
Ethical and Critical Thinking.
Ability to troubleshoot PC hardware/software and printer problems.
Ability to perform duties with a client-centric attitude. Clients come to us by choice; we have a personal responsibility to maintain our client's loyalty and trust.
Innovative, team-oriented problem solver.
Ability to work independently without direct supervision.
Ability to manage competing priorities in a fast-paced environment.
Ability to provide detailed and complete documentation related to performance of duties.
Ability to interact on a "face to face" basis with clients in a professional and courteous manner.
An aptitude and enthusiasm to effectively adapt to rapidly changing technology and provide technical assistance in delivering and supporting that technology.
Ability to function well in a high-paced and at times stressful environment.
Proficient with Microsoft Office Suite or related software.
Experience troubleshooting and supporting technology hardware products, including PC hardware/software, laptops, and printers.
Experience with application troubleshooting experience in Microsoft products and tools.

Education and Experience:

A degree in an applied technology area such as Information Systems or Engineering is preferred. Equivalent training and experience may be substituted.
2+ years experience troubleshooting and supporting technology hardware products, including PC hardware/software, laptops, and printers.
2+ years application troubleshooting experience in Microsoft products and tools.
Valid driver's license required.
Comp TIA A+ is required.
MCP certification desirable.
Server + desirable.
MCSA certification desirable.
Other vendor certifications highly desirable.
Individuals with necessary experience but lacking the requisite credentials will be considered if judged to be able to obtain them prior to their start date.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 50 pounds (with help) at times.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10351101
Position Id: 2838
Posted 7 days ago

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