Technical Support Engineer, Level 1

Meeting with management team Thursday to go over resumes and set up interviews!

Permanent Opportunity:Technical Support Engineer level 1

Job Objective

The Technical Support Engineers role is to ensure nationwide company computer operation, so that end users can accomplish business and operation tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests via phone support, emails and in-person requests. Problem resolution involves the independent use of diagnostic and help request tracking tools and occasional in-person, hands-on help at the desktop level. In addition to troubleshooting problems, this role includes: re-imaging troubled laptops/desktops, imaging and setup of new systems, carrying a Blackberry or Android based device on a daily basis to cover a few emergency after-hours calls and assisting in other activities where there is a match of skills and need. These activities have ranged from server builds to producing FAQ documentation to end user training.


Duties & Responsibilities

Monitor the IT Support trouble ticketing system to ensure proper service levels are met.

Field incoming requests for help from end users. With a focus on two subsidiaries. Support will be handled via telephone, email and regular on-site visits.

Accurately record, track and document technical requests. With a focus on building an employee friendly FAQ.

Perform hands-on fixes at the desktop level, including installation and upgrades of software, hardware and configuring systems and applications.

Perform preventative maintenance, including checking and cleaning of workstations, laptops and peripherals.

Develop help sheets, documentation, training materials and FAQ lists for end users.

Act as first person of contact for two subsidiaries. One located in Petaluma, CA the other in East Providence, RI. Regular trips to the CA office are a requirement.

Carry a Blackberry or Android based device to be available during off hours and emergency calls.

Education, Experience and Skills required



Focused, proven analytical and problem solving skills, troubleshooting ability and attention to detail are required.

Knowledge of basic computer hardware, including Intel based desktops, laptops and servers.

Experience with desktop operating systems, including Windows XP/Vista and Windows 7.

Application support experience with the Office Suites 2003-2010.

Knowledge of Citrix and Remote Desktop at both the desktop and server levels

Familiarity with Vantage 8.0 ERP, ContentCentral, Adobe Suite.

High-quality written and oral communication skills with working experience creating effective written documentation.

Balanced interpersonal skills, with a focus on customer service, rapport-building, listening, and questioning skills.

Ability to conduct research into a wide range of computing issues including Spyware and virus related problems.

Ability to take direction, plus absorb and retain information quickly.

Ability to patiently convey information in a user-friendly language within all levels of the corporate and field staff environment.

Highly self motivated and directed with the ability to effectively prioritize and execute multiple tasks in a high-pressure environment.

65% phones and email.

35% hands on

Able to travel to other office locations with minimal notification as well as on a scheduled monthly basis.

Experience with Active Directory and wireless functionality is a plus.

Hours
7:30 AM 4:30 PM Monday through Friday
Full Time 40 hours per week

Randstad Technologies is an EOE-M/F/V/D and is a wholly owned subsidiary of Randstad Holding nv, a $22.5 billion global provider of HR services and the second largest staffing organization in the world.
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Country: USA, State: Rhode Island, City: Warwick, Company: Randstad Technologies.