Technical Support Engineer I

Job Summary:

The Technical Support Engineer I role is responsible for delivering quality customer service to the Firm by providing accurate technical assistance in the resolution of incidents via phone and ticketing system. In this role, the Technical Support Engineer I is charged with participation in the Incident Management process and continual process improvement working with senior members of the team to make improvement recommendations. Additionally, the Technical Support Engineer I must maintain up to date knowledge of current systems and hardware to ensure correct and consistent application of firm-wide policies and procedures. An alternative work schedule, on-call work and weekends are occasionally required. Moderate amount of travel may be required related to projects, training or support for several days at a time.

Job Duties:

• Provides technical support for all service tickets entering the Service Desk
• Gathers all relevant information about an incident or problem to correctly identify and categorize the issue
• Uses the Knowledgebase system to determine the root cause of a problem
• Evaluates issues and escalates as needed to a higher level or other resource as appropriate using the provided Service Desk Process manual
• Assists with system configuration and diagnostics, hardware and software diagnostics, and processing requests for hardware repair or replacement
• Ensures that all documented processes are adhered to and departmental compliance is achieved
• Works with senior members of the team to help determine possible incident trends
• Participates in the Incident/Problem Management activities as needed
• Accurately logs problems and updates ticket history to document troubleshooting steps and resolution
• Creates technical documentation and FAQs for addition to the knowledgebase
• Adheres to the Service Desk call center schedule as required by the Service Desk manager, acknowledging and conforming to schedule changes as required
• Reports for After Hours Support duty by roster for out of hours emergency on-call support
• Works with senior technical resources to performs secondary level investigation and resolution of Incidents
• Develops workarounds and interim solutions for reported issues to minimize user disruption
• Reviews active problem tickets to ensure updated work-arounds and fixes are applied properly
• Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident handling process
• Reviews and improves the accuracy and content of the Knowledgebase
• Communicates with EUS staff and management any news on issues, changes and updates that relate to business line applications
• Prepares and delivers training for the Service Desk on business line application product versions and changes at the direction of EUS Management
• Other duties as required.

Supervisory Responsibilities:

• N/A

Qualifications, Knowledge, Skills and Abilities:

Education:

• High school diploma/GED, required
• Bachelor degree and / or equivalent experience, preferred

Experience:

• Technical Support or Customer Service Industry experience, preferred
• More than two (2) years of experience in technical support environment or other qualifying experience, required
• More than two (2) years of experience as a Desktop Support Technician, preferred

License/Certifications:

• Microsoft Certified Professional, preferred (MCP)
• Microsoft Certified Desktop Support Technician, preferred (MCDST)
• Microsoft Certified IT Professional preferred, (MCITP)
• Laptop/Desktop hardware technician certification, preferred

Software:

• Microsoft Windows 10 or higher Operating System
• Microsoft Office Suite 2016 or higher
• Adobe Acrobat Standard
• McAfee Desktop Suite
• VPN software

Language:

• English

Other Knowledge, Skills & Abilities:

• Excellent interpersonal and customer relationship skills
• Strong problem-solving and technical troubleshooting skills
• Ability to learn quickly in an ever-changing environment
• Capable of working well under pressure while dealing with unexpected problems in a professional manner
• Strong oral and written communication skills, including the ability to communicate and interact with all levels of employees and management.
• Capable of successfully multi-tasking while working independently or within a group environment
• Capacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and procedures
• Capacity to travel on a moderate basis (20%)