Description
OVERVIEW:
For this contract position with a world renowned company the candidate must demonstrate outstanding customer service skills. As this position will require regular interaction with consumers/customers, it is critical that the Support Engineer is composed and not intimidated while providing support. She/He must be flexible and on-call regularly during non-business hours. Candidate must meet a high level of professionalism and communication with customers.
Responsibilities will include:- Providing support for Windows 7 and Office 2010, including escalated issues, mainly to end users, along with developers and corporate customers
- Providing support via telephone, written correspondence, and electronic media
- Working productively with limited supervision
- Monitoring Tier 3 support queues and providing frontline support for questions/issues as required by outsource vendors and customers
- May include querying support tools, internal sites and SQL databases for investigation of issues reported
- Working with users as appropriate to solve issues via any method (mail, phone)
- Partnership with T1/T2/T3 contacts to resolve issues and escalate communications upward as appropriate for triage and response (and prevent same escalations going forward)
- Shift requirements include 24x7 time line, weekends and holidays
- Strong technical knowledge with Windows 7, Office 2010 and hardware experience support
- Ability to provide complex customer service, fixes, and support with respect to PC/device repair, such as diagnostic repair on client machines
- Experience analysing results
- Backup and recovery experience
- Ability to research and resolve technical issues
- Experience developing solutions including interfaces, services, utilities or customer requests.
- Ability to provide hot fixes for hardware and peripherals
- Experience implementing solutions
- Ability Isolate unique or difficult customer support scenarios or root causes
- Ability to ensure accurate technical support, support resource gaps, and identification of support quality improvement opportunities, needs and issues
- Understanding of operation support, previous OEM support a plus
- Certification on MCDST or MCSE a plus
- Excellent problem solving skills, ability to provide analysis of complex issues
- Ability to work effectively with other groups in the org
- Ability to come up-to-speed quickly on new technical products
- Excellent interpersonal communication skills and written communication skills
- Customer oriented
- Ability to take initiative and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus
This contract position is estimated to be one year in duration.