Support Engineer II

Duration: 3 Months

Hrs/Wk: 40.00

Job summary

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 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 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

Internal job description – (this can be updated for YUU only)

Basic qualifications

 2+ years of experience supporting Windows, Mac and/or Linux

Operating systems in a corporate setting

 High school or equivalent diploma

 Associate in Computer Science or related field or experience

equivalent.

 2+ years of experience in help-desk or desk-side environment

 Experience in Windows, Mac OS environments

 Strong verbal skills proven ability to communicate with technical and

non-technical staff

 Ability to work both independently and within a team environment

 Display a commitment to quality and strong multi-tasking skills

Preferred qualifications

•  Bachelor’s degree in Computer science or IT related field

•  Microsoft MCSE, MCITP Systems Administrator (Active Directory)

•  Bachelor’s degree in Computer science or IT related field

•  Advanced Linux systems administration skills

•  Strong troubleshooting skills of very complex systems

•  Ability to explain complex IT concepts in simple terms

•  ITIL Foundation Certification

• Client is committed to a diverse and inclusive workplace. Client is an

• equal opportunity employer and does not discriminate on the basis of race,

• national origin, gender, gender identity, sexual orientation, protected

• veteran status, disability, age, or other legally protected status. For

• individuals with disabilities who would like to request an accommodation, Division: eTeam Workforce SP.Z.O.O Reference: 25-07367