Technical Support Engineer

Provide support on Client Windows platform, for desktop/end user technologies, collaboration tools, and mobile technologies and printing, this includes the laptop/mobile devices all, video conferencing, network/remote access this position works collaboratively with the Service Desk for end user break/fix and other support functions. Duties shall include, but not be limited to:

• Diagnosing and troubleshooting desktop system, printer, and operating problems
• Consulting and instructing users on hardware and software questions/issues
• Collaborate with other IT Services Data Center and Network Infrastructure teams
• Install, maintain and upgrade equipment and its associated infrastructure
• Runs diagnostic tests to isolate system problems as well as proactive activities
• Operating Systems Windows, OS-X
• MS Office (Windows and knowledge of Mac) software
• Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC
• Hands on experience removing viruses and spyware using various tools (Windows)
• Identifies, researches, and resolves technical problems including forming an RCA
• Responds to telephone calls, email, service tickets, and dispatched requests for technical support
• Documents, tracks and monitors the problem to ensure a timely resolution within an effected SLA window
• Installs, configure and maintain Mac, PC, peripherals (local and network printers, scanners), and other end user equipment such as Blackberries, iPhones and iPads, MAC Books, Laptops Base Requirements

• Good working knowledge of Active Directory
• Experience providing technical support in a fast paced and constantly changing environment up to executive management level.
• Excellent customer service and communication skills including providing VIP support
• Experience supporting large Windows-based environments to desktop level with emphasis on Win 7 OS / office 2010 as well as Win 8 and O365
• Advanced knowledge of Microsoft Office suite of applications
• Support of End User for video conferencing units.
• Support of mobile devices, * Excellent written and verbal communication and customer service skills with proven ability to work in fast paced environments
• Relevant experience in an IT support technician role that including technical support experience in a hybrid Windows and MAC environment -
• Experience in working with a helpdesk operation, to include Windows and Mac clients
• Experience with mobile applications/products including: iPhone, iPad, and Android Platforms Expertise in iPad / iPhone
• Self-starter that is able to collaborate actively with others in a cross-functional team
• Proven attention to detail and high standards for quality
• Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
• Skilled in documenting written troubleshooting steps and instructions
• Business professional attire