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Tech Support Engineer

Job Description


AIC Talent Solutions is seeking qualified candidates for multiple Technical Support Engineer positions with a DIRECT client in Morrisville, NC. These are Permanent/Dire Hire roles - great salary/benefits. W2 ONLY - No C2C for these positions.


Technical Support Engineer
Morrisville, North Carolina 27560


Technical Support Engineer position will provide troubleshooting and resolution of technical issues via in-person, phone and web-based communication for the organizations' products. The Technical Support Engineer will own and resolve customer support issues while exercising judgment in escalating issues within defined practices and policies.


Technical Support Engineer Qualifications

  • Associates degree or 3+ years' experience working with Middleware, telecommunications, or wireless technology.
  • 2-5 years experience in Customer Support role utilizing phone, e-mail and web-based systems
  • 2-5 years experience with server hardware and Microsoft Windows Server operating systems
  • 2-5 years experience with telecommunications or WLAN
  • 2-5 years experience with Desktop Operating systems
  • 2-5 years experience with basic IP communication
  • Microsoft Server and Desktop operating systems
  • TCP/IP Networking
  • Microsoft SQL Server
  • Wireless Networking
  • Microsoft Office
  • Basic telephone knowledge
  • Excellent customer management skills
  • Excellent interpersonal skills, including verbal and written communications
  • Excellent troubleshooting and problem-solving skills
  • Detail oriented, highly responsive and customer focused
  • Ability to work independently and have a strong social presence with team interaction


Technical Support Engineer Responsibilities

  • Provide level I technical troubleshooting and problem resolution via in-person, phone, email and network tools in order to troubleshoot, fix or triage customer support issues
  • Investigate and isolate hardware and software problems using documented procedures and appropriate tools
  • Interface with customers and peers to collect information needed for troubleshooting and problem resolution while escalating issues within defined practices and policies. Collaborate with internal groups as needed
  • Establish and maintain strong technical knowledge in networking, operating systems, and all products at the administrator level, with successful completion of the company's technical training classes and industry training through self-education
  • Follow defined process and procedures for documenting, tracking, and managing customer support issues via the issue tracker
  • Identify opportunities and provide input to improve overall service delivery processes, tools/systems, documentation and support capabilities
  • Maintain technical support lab equipment and records
  • Provide cross training for more junior technical support engineers
  • Perform customer service duties such as answering, routing, and following up on inbound communications for the support team
  • Perform on-call coverage and after-hours duty as business needs dictate
  • Position will require travel up to 15% of the time, including overnight travel
  • Other duties as assigned

Job Requirements

AIC Talent Solutions is seeking qualified candidates for multiple Technical Support Engineer positions with a DIRECT client in Morrisville, NC. These are Permanent/Dire Hire roles - great salary/benefits. W2 ONLY - No C2C for these positions. Technical Support Engineer Morrisville, North Carolina 27560 Technical Support Engineer position will provide troubleshooting and resolution of technical issues via in-person, phone and web-based communication for the organizations' products. The Technical Support Engineer will own and resolve customer support issues while exercising judgment in escalating issues within defined practices and policies. Technical Support Engineer Qualifications Associates degree or 3+ years' experience working with Middleware, telecommunications, or wireless technology. 2-5 years experience in Customer Support role utilizing phone, e-mail and web-based systems 2-5 years experience with server hardware and Microsoft Windows Server operating systems 2-5 years experience with telecommunications or WLAN 2-5 years experience with Desktop Operating systems 2-5 years experience with basic IP communication Microsoft Server and Desktop operating systems TCP/IP Networking Microsoft SQL Server Wireless Networking Microsoft Office Basic telephone knowledge Excellent customer management skills Excellent interpersonal skills, including verbal and written communications Excellent troubleshooting and problem-solving skills Detail oriented, highly responsive and customer focused Ability to work independently and have a strong social presence with team interaction Technical Support Engineer Responsibilities Provide level I technical troubleshooting and problem resolution via in-person, phone, email and network tools in order to troubleshoot, fix or triage customer support issues Investigate and isolate hardware and software problems using documented procedures and appropriate tools Interface with customers and peers to collect information needed for troubleshooting and problem resolution while escalating issues within defined practices and policies. Collaborate with internal groups as needed Establish and maintain strong technical knowledge in networking, operating systems, and all products at the administrator level, with successful completion of the company's technical training classes and industry training through self-education Follow defined process and procedures for documenting, tracking, and managing customer support issues via the issue tracker Identify opportunities and provide input to improve overall service delivery processes, tools/systems, documentation and support capabilities Maintain technical support lab equipment and records Provide cross training for more junior technical support engineers Perform customer service duties such as answering, routing, and following up on inbound communications for the support team Perform on-call coverage and after-hours duty as business needs dictate Position will require travel up to 15% of the time, including overnight travel Other duties as assigned

Job Snapshot

Location US-NC-Morrisville
Employment Type Full-Time
Pay Type Year
Pay Rate $53,000.00 - $63,000.00 /Year
Store Type IT & Technical, Other
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Company Overview

AIC (part of ACS Group)

Analysts International Corporation (AIC) is an IT services firm fully dedicated to the success and satisfaction of its customers. From IT staffing to project-based solutions, AIC provides a broad range of services designed to help businesses and government agencies drive value, control costs and deliver on the promise of a more efficient and productive enterprise. Learn More

Contact Information

US-NC-Morrisville
AIC
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Snapshot
AIC (part of ACS Group)
Company:
US-NC-Morrisville
Location:
Full-Time
Employment Type:
Year
Pay Type:
$53,000.00 - $63,000.00 /Year
Pay Rate:
IT & Technical, Other
Store Type:

Job Description


AIC Talent Solutions is seeking qualified candidates for multiple Technical Support Engineer positions with a DIRECT client in Morrisville, NC. These are Permanent/Dire Hire roles - great salary/benefits. W2 ONLY - No C2C for these positions.


Technical Support Engineer
Morrisville, North Carolina 27560


Technical Support Engineer position will provide troubleshooting and resolution of technical issues via in-person, phone and web-based communication for the organizations' products. The Technical Support Engineer will own and resolve customer support issues while exercising judgment in escalating issues within defined practices and policies.


Technical Support Engineer Qualifications

  • Associates degree or 3+ years' experience working with Middleware, telecommunications, or wireless technology.
  • 2-5 years experience in Customer Support role utilizing phone, e-mail and web-based systems
  • 2-5 years experience with server hardware and Microsoft Windows Server operating systems
  • 2-5 years experience with telecommunications or WLAN
  • 2-5 years experience with Desktop Operating systems
  • 2-5 years experience with basic IP communication
  • Microsoft Server and Desktop operating systems
  • TCP/IP Networking
  • Microsoft SQL Server
  • Wireless Networking
  • Microsoft Office
  • Basic telephone knowledge
  • Excellent customer management skills
  • Excellent interpersonal skills, including verbal and written communications
  • Excellent troubleshooting and problem-solving skills
  • Detail oriented, highly responsive and customer focused
  • Ability to work independently and have a strong social presence with team interaction


Technical Support Engineer Responsibilities

  • Provide level I technical troubleshooting and problem resolution via in-person, phone, email and network tools in order to troubleshoot, fix or triage customer support issues
  • Investigate and isolate hardware and software problems using documented procedures and appropriate tools
  • Interface with customers and peers to collect information needed for troubleshooting and problem resolution while escalating issues within defined practices and policies. Collaborate with internal groups as needed
  • Establish and maintain strong technical knowledge in networking, operating systems, and all products at the administrator level, with successful completion of the company's technical training classes and industry training through self-education
  • Follow defined process and procedures for documenting, tracking, and managing customer support issues via the issue tracker
  • Identify opportunities and provide input to improve overall service delivery processes, tools/systems, documentation and support capabilities
  • Maintain technical support lab equipment and records
  • Provide cross training for more junior technical support engineers
  • Perform customer service duties such as answering, routing, and following up on inbound communications for the support team
  • Perform on-call coverage and after-hours duty as business needs dictate
  • Position will require travel up to 15% of the time, including overnight travel
  • Other duties as assigned

Job Requirements

AIC Talent Solutions is seeking qualified candidates for multiple Technical Support Engineer positions with a DIRECT client in Morrisville, NC. These are Permanent/Dire Hire roles - great salary/benefits. W2 ONLY - No C2C for these positions. Technical Support Engineer Morrisville, North Carolina 27560 Technical Support Engineer position will provide troubleshooting and resolution of technical issues via in-person, phone and web-based communication for the organizations' products. The Technical Support Engineer will own and resolve customer support issues while exercising judgment in escalating issues within defined practices and policies. Technical Support Engineer Qualifications Associates degree or 3+ years' experience working with Middleware, telecommunications, or wireless technology. 2-5 years experience in Customer Support role utilizing phone, e-mail and web-based systems 2-5 years experience with server hardware and Microsoft Windows Server operating systems 2-5 years experience with telecommunications or WLAN 2-5 years experience with Desktop Operating systems 2-5 years experience with basic IP communication Microsoft Server and Desktop operating systems TCP/IP Networking Microsoft SQL Server Wireless Networking Microsoft Office Basic telephone knowledge Excellent customer management skills Excellent interpersonal skills, including verbal and written communications Excellent troubleshooting and problem-solving skills Detail oriented, highly responsive and customer focused Ability to work independently and have a strong social presence with team interaction Technical Support Engineer Responsibilities Provide level I technical troubleshooting and problem resolution via in-person, phone, email and network tools in order to troubleshoot, fix or triage customer support issues Investigate and isolate hardware and software problems using documented procedures and appropriate tools Interface with customers and peers to collect information needed for troubleshooting and problem resolution while escalating issues within defined practices and policies. Collaborate with internal groups as needed Establish and maintain strong technical knowledge in networking, operating systems, and all products at the administrator level, with successful completion of the company's technical training classes and industry training through self-education Follow defined process and procedures for documenting, tracking, and managing customer support issues via the issue tracker Identify opportunities and provide input to improve overall service delivery processes, tools/systems, documentation and support capabilities Maintain technical support lab equipment and records Provide cross training for more junior technical support engineers Perform customer service duties such as answering, routing, and following up on inbound communications for the support team Perform on-call coverage and after-hours duty as business needs dictate Position will require travel up to 15% of the time, including overnight travel Other duties as assigned
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