IT Technical Support Engineer

Job Description:

IT Technical Support Engineer

Client is looking for an IT Technical Support Engineer to be part of the Corporate IT team in the USA. You will work in an exciting and extremely fast/paced environment. You should have strong written and verbal communication, solid hardware/software troubleshooting skills for common desktop/laptop issues, IT infrastructure, and a customer-focused mentality. Our overall goal is to provide a world-class customer support experience that is hyper-focused on efficiency.

Key responsibilities:

Ticket triage and acts as a single point of contact for customers on escalations to the appropriate level

Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines

Responsible for working with other support specialists to coordinate and quickly resolve customer issues; Providing regular updates to customers as efforts for resolution progress

Responsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levels

Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing tools