Description

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

Education

Any Graduate