Deskside Support Engineer

Bell Techlogix; Greenville (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

Bell Techlogix is seeking a Deskside Support Engineer in Texas to install, repair, and support computer hardware and software for client environments. This role provides Tier 3 support, trains other technicians, and coordinates with multiple departments to ensure rapid resolution.

Candidates should have a high school diploma (college degree preferred) and several years of technical experience, with strong communication skills and the ability to travel to client sites.

Qualifications

• Must have a high school diploma or equivalent; College degree in a related field is preferred.
• At least 5 years of technical or related experience is preferred. Relevant education may substitute technical experience.
• Proficient in troubleshooting and repair of laptops, desktops, printers, and peripherals.
• Working knowledge of handheld/mobile devices, and client hardware/software platforms.
• Familiarity with AD and SCCM or similar software; proficient with Microsoft OS and Office suites.

Responsibilities

• Performs routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
• Primarily provides Tier 3 level support; will provide Tier 1 and/or 2 level support as needed.
• Escalates problems and issues to a higher level of support as needed; manages service impact on customer satisfaction.
• Maintains and updates work order tickets in the client’s ITSM tool.
• Coordinates across multiple departments/vendors to provide support.
• Trains other technicians and supports reporting and coverage as needed.

Skills

Communication

Teamwork

Interpersonal skills

Attention to detail

Customer service

Education

High school diploma or equivalent

College degree in related field preferred

Job description

Grow your career. Drive innovation.

At Bell Techlogix, employees are key to our growing success. We are always looking for driven, smart, and dedicated professionals to add to our award-winning team. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth. Bell Techlogix offers various training and development programs to help you advance in your career within our company.

Bell Techlogix is a Certified Great Place to Work and is recognized as a Diversity Employer.

The Deskside Support Engineer performs advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs. The position provides technical support to customers on operational and maintenance aspects of system equipment and serves as the customer contact. Additionally, this role trains other employees on the team.

Essential Functions:

• Performs routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.


• Primarily provides Tier 3 level support; will provide Tier 1 and/or 2 level support as needed.


• Escalates problems and issues to a higher level of support as needed. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.


• Processes timely and accurate information to ensure compliance with vendor warranty requirements.


• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.


• Adheres to client policies and procedures while maintaining the integrity of the customer’s data.


• Maintains and updates work order tickets in client’s ITSM tool.


• Coordinates across multiple departments/vendors to provide support.


• Represents Bell Techlogix in a professional and businesslike manner and communicates effectively with customers and associates.


• Interacts with the customer when responding to technical questions or requests for information.


• Supports the Team Lead and/or Supervisor with reporting and responsibility coverage.


• Trains other technicians.


• Maintains regular attendance.


• Other duties as assigned by management.

Required Education, Knowledge, and Experience:

• Must have a high school diploma or equivalent; College degree in a related field is preferred.


• At least 5 years of technical or related experience is preferred. Relevant education may substitute technical experience.


• Proficient in the troubleshooting and repair of various manufacturers’ laptops, desktops, printers, and peripherals.


• Working knowledge and hands-on experience supporting handheld devices and/or mobile devices.


• Working knowledge and understanding of client’s hardware platforms.


• Working knowledge and understanding of client’s software and user base.


• Working knowledge and understanding of AD and SCCM (or similar software).


• Proficient with various versions of Microsoft operating systems.


• Proficient with various versions of Microsoft Office Suites.


• Knowledge of industry quality standards.


• Original Equipment Manufacturer (OEM) certifications obtained to perform warranty repairs, as required.


• Client-required certifications, if needed.

Abilities and Skills:

• Ability to travel to Bell Techlogix or client site locations; overnight stays required on some occasions.


• Strong verbal and written communication skills.


• Ability to explain product material to a variety of audiences at all levels of the business.


• Ability to work independently and as a member of a team.


• Effective interpersonal skills.


• Attention to detail, excellent organizational skills, and must possess solid customer service skills.


• Maintain a professional dress code and general appearance.

Physical, Mental Requirements and Work Environment:

• Must be able to lift and carry at least 75 lbs.


• Must be able to stand for long periods of time.


• Must be able to walk for long distances.


• Must be able to sit at a computer for long periods of time.


• Must be able to work in a fast-paced environment.


• Manual dexterity to use keyboard to input information.

Equipment Used:

• Computer


• Phone


• Company vehicle, if provided.

Conditions of Employment:

• U.S Citizenship required due to federal government contract requirements.


• Must pass pre-employment, post offer background check and drug screen.


• Must maintain required certification levels.


• Must maintain valid driver’s license.


• Must have reliable vehicle and maintain proper insurance while employed.


• Must maintain required security clearance, as needed.

Equal Opportunity Employer - Disability & Veteran