Desktop Support Technician

The Department of Atlanta Information Management (“AIM”) requires staff augmentation to facilitate Desktop Support responsibilities.

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