Support Engineer II

Overview

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is a company operating a marketplace for consumers, sellers, and content creators. It offers merchandise and content purchased for resale from vendors and those offered by third party sellers.

Position : Support Engineer II

Location : Boston, MA 02210

Duration : 3 Months

Job Type : Temporary Assignment

Work Type : Onsite

Note : No parking will be reimbursed

Job Description :

• The Clients IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from the Corporate and its subsidiary employees worldwide. The successful IT Support Associate II will be customer focused and motivated by team success.
• You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests.
• You will also be committed, flexible, and demonstrate the ability to maintain high levels of productivity while maintaining quality support.
• Provide basic technical support to the Corporate employees worldwide.
• Research, resolve, and respond to inquiries received via web chat, telephone calls,email, ticketing system, all in a timely manner, in accordance with organizational standards.
• Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following upto ensure the problem has been resolved.
• Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
• Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
• Follow all standard operating procedures (SOP) through the effective use of knowledge management.
• Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
• Assist with activities to triage and escalate any system or network outage to reduce downtime.
• Assist with remote assistance in Teleconferencing systems and AV presentation equipment.
• Adherence to shift schedules and timeliness are key requirements
• Willingness to work flexible shifts and scheduling, weekends, and holidays

Typical Day in the Role :

Day to Day Rhythm :

Culture and Training :

Candidate Requirements :

Basic qualifications :

Preferred qualifications

Top 3 must-have hard skills :

TekWissen Group is an equal opportunity employer supporting workforce diversity.