Associate Systems Engineer

Job Description

Essential Functions

Customer Relations:

• Provide tier 1 and 2 support to customers.
• Create tickets in incident tracking system documenting support requests.
• Resolve assigned support tickets while keeping end user informed of the status of their request.
• Provide support using remote tools.
• Respond to end user inquiries by phone\email\chat.
• Create clear and detailed documentation.
• Explain technical issues to end users.
• Assist junior support staff with resolving higher level issues.
• Participate in project teams to ensure tasks are completed on time.
• Take ownership of endpoint replacement process.

Technical:

• Troubleshoot problems with Windows operating systems, printers, and installed software.
• Configure laptops and desktops by installing operating system and updating needed drivers and firmware.
• Create and deploy images for laptops and desktops.
• Install, maintain, and update software as necessary.
• Interact with vendors technical support desk.
• Determine when issues need to be escalated to tier support of application vendors.