Support Engineer

• Effectively, professionally, and respectfully represent other Information Systems staff members, teams, and their services to the end user community.

• Provide support for all Information Technology products and services deployed to store and field based users. Support may include answering questions, troubleshooting problems, teaching or instructing users regarding software or hardware functionality, and communicating policy.

• Basic administration of Active Directory accounts, POS system profiles, and all other employee logins, permissions, e-mails, and menu level accounts.

• Answer, evaluate, and prioritize incoming calls, e-mail, and ticket requests while maintaining clear work history records in our problem management database.

• Follows up on all actions and maintains ownership of issues where initial action has been passed back to the user.

• Determine the most effective manner to resolve problems presented over the phone or submitted through our problem management system by leading users through diagnostic procedures.

• Engages in research and in-depth troubleshooting to resolve technical issues involving network devices, servers, workstation operating systems, and application software.

• Actively communicate and interface with escalation teams to ensure all issues are resolved in a timely and efficient manner, including but not limited to network, phone, or power related issues.

• Meet or exceed SLAs with our users by utilizing contact lists, escalation lists, and documentation.

• Strengthen the team by focusing on training and quality improvement by creating or maintaining the documentation contained in the knowledgebase.

• Generate amazing ideas in a style that will enhance and improve the support we deliver each day while maintaining an in-depth knowledge of all supported systems and services.

• Identify potential problems and underlying recurring issues, and collect more information from users as needed.

• Additional duties as assigned.

Job Type: Full-time

Pay: $22.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Westlake Village, CA 91362: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Support: 1 year (Required)

Work Location: In person

Speak with the employer
+91 9999750105