Support Engineer II

Overview

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan, offering strategic talent solutions to clients worldwide. Our client operates a marketplace for consumers, sellers, and content creators. It offers merchandise and content purchased for resale from vendors and third-party sellers.

Position

Position : Support Engineer II

Location : Renton, WA 98057

Duration : 3 Months

Job Type : Temporary Assignment

Work Type : Onsite

Job Description

The client\'s 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 client\'s 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, emails, 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 up to 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 : This person will be supporting ex-employees with onsite IT help requests through a ticketing system and will help people in person.

Culture and Training

Each site will have their own way of onboarding.

Candidate Requirements

Basic qualifications

• 2 years of experience supporting Windows, Mac, and / or Linux operating systems in a corporate setting
• High school or equivalent diploma
• Associate in Computer Science or related field or experience equivalent
• 2 years of experience in helpdesk or desk-side environment
• Experience in Windows / Mac OS environments
• Strong verbal skills and proven ability to communicate with technical and non-technical staff
• Ability to work both independently and within a team
• Commitment to quality and strong multi-tasking skills

Preferred qualifications

Top 3 must-have hard skills

TekWissen Group is an equal opportunity employer supporting workforce diversity.

Key Skills

Ruby, Mac OS, Computer Networking, Windows, TCP, Customer Support, Linux, Shell Scripting, VPN, Dns, Technical Support, Troubleshooting

Employment Type : Full Time

Experience : years

Vacancy : 1

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