Sr. Desktop Support Technician

Sr. Desktop Support Technician

[Atlanta,Georgia, GA] |   2023-09-25 14:28:24

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Job Code : 2023-MY3TECH1201

The Desktop Support Engineer  will hold responsibility for but limited to:

·       Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at customer sites

·       Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at customer sites

·       May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Technical Support co-workers as appropriate

·       Individuals will be responsible for responding to new customer support cases via phone email and chat

·       Use their skills to troubleshoot and accurately document customer issues

·       Providing regular communication to the customer in a timely and professional manner

·       Assist colleagues in the team with mentoring and training

·       Assume ownership of customer issues and aim to resolve issues effectively, escalating cases Level 3 or product champions where necessary

·       Assist in the testing of new product builds and releases

·       Solve basic common user problems in real time, including software functionality problems and questions

·       Basic understanding Windows Active Directory

·       Familiarity with CCD and/or Digital camera technologies for tuning and improving video image quality

·       Strong computer skills, including MS Excel, Outlook, Windows Operating Systems

·       Work experience in a Technical domain

·       Senior Technical Support Specialist will spend significant time with customers, so a great deal of “on-the-road” travelling will be necessary on a weekly basis

·       Typically qualified to HNC / HND level in electronics or another relevant subject, but may be qualified by experience

·       Advanced troubleshooting of customer issues and be accountable for providing customers with timely resolution and feedback

·       As you gain in experience mentor new team members

·       When requested perform customer on-site visits

·       Work closely with Engineering to ensure issues are accurately diagnosed and replicated

·       Debug Software and Hardware issues and provide solutions to the customer

·       Report, escalate, and manage resolution of customer’s problems

·       Manage account and ensure any product updates/new releases are matched to the customer's business case and strategy

·       Site visits and conference calls with customers and partners required

·       Be able to work comfortably in a fast paced environment

·       Responding to customer's operational queries

·       Implementation of software updates

·       Candidate should have strong SQL skills and ability to understand complex SQL statements

·       Outstanding problem solving skills with good technical knowledge of storage systems and TCP/IP

·       A strong capacity and desire to develop customer service and communication skills

·       The ability to manage multiple urgent issues in parallel