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Support Engineer

Eingestellt von CompuCom

Gesuchte Skills: Support, Engineer, Oem

Projektbeschreibung

SUPPORT ENGINEER CARY, NC 6 MONTH CONTRACT

LinkedIn recently announced its Most inDemand Employers: 2013. Many of the top 10 rely on COMPUCOM to provide the highest quality IT talent. Find your dream job today!

This position is responsible for providing Front End technical support to customers by providing solutions to most product usability and functionality questions, including performing minor recreations to deliver quality and customer satisfaction.

KEY RESPONSIBILITIES:

- Take ownership of technical customer requests and provides support for a product or product line using telephone and web-based solutions.
- Research and resolve all functionality and usability related issues; identify and direct complex or high impact issues to senior staff for resolution.
- Manage own time to appropriately to prioritize assigned workload and backlog, escalate issues to next level according to product line procedures.
- Perform troubleshooting steps to recreate minor customer issues on approved test systems.
- Understand and accurately document complex product questions; determine the appropriate process to progress the issue to resolution.
- Maintain knowledge of support policies, procedures and systems; determine appropriate actions in line with Technical Support Handbook guidelines.
- Use the appropriate call tracking and other technical support systems to identify fixes, investigate customer problems, answer common questions, check entitlement, keep issues up to date and correctly documented.
- Promote the use of customer self-support tools by demonstrating functionality and effectiveness to customers.

JOB QUALIFICATIONS:

- Help Desk experience (1-3 years) required
- Customer relations (1-3 years) required
- Ticketing system experience (1-3 years) required
- Knowledge of Unix (Power User) required
- Knowledge of Networking preferred
- Bachelor's Degree or global equivalent in Computer Science or related discipline
- Demonstrated customer service skills
- Good communication skills
- Ability to perform troubleshooting and analytical skills
- Good teamwork skills.
- Ability to coordinate high pressure situations by involving the appropriate resources as necessary
- Appropriate certifications such as 100 level Top Gun (or equivalent)
- Product or product line relevant OEM product certifications (Oracle, MCSE, DB2, Unix, SMP/E, CNE, etc.) preferred

CompuCom, the leading IT outsourcing specialist, delivers IT your way. Our clients like working with us because they know that, with CompuCom, its all about you. Our unique ITSM strategy blends your data center, network, voice, and end user computing environments in an innovative fashion. This radically simplifies your IT, allowing you to focus on growing your business and serving your customers. We are highly regarded by worldwide and regional organizations alike for our pragmatic approach, best practices, and highly skilled workforce. This balance provides the perfect alternative to address the evolving challenges facing you, today and in the future. More than a trusted advisor, CompuCom is your trusted doer. To learn more, visit our website

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

CompuCom