Proactive Desktop Support Engineer for Enterprise IT

TECEZE

Tyler (TX)

On-site

USD 52,000 - 78,000

Full time

22 hours ago

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Job summary

TECEZE in Tyler, TX seeks an experienced Technical Support Engineer to provide enterprise-end user support across business functions. You will diagnose and troubleshoot software and hardware issues, assist with installation and configuration, and deliver timely solutions to keep systems running.

Responsibilities include desktop support, asset management, ticketing via ServiceNow, and escalation to security/network teams when needed.

Qualifications

Proven work experience as a Technical Support Engineer or Desktop Support Engineer.
Proven experience with Windows/Mac OS environments.
Good understanding of computer systems, mobile devices and other tech products.
Ability to diagnose and troubleshoot technical issues.
Excellent problem-solving and communication skills.
Ability to provide step-by-step technical help, both written and verbal to non-technical staff.
Graduate in Information Technology, Computer Science or relevant field.
Additional certification in Microsoft or similar technologies is a plus.

Responsibilities

Provide day to day desktop support to the End Users. Researching, diagnosing, trouble shooting and identifying solutions to resolve system issues on Laptop and Desktops on both OS & Hardware.
Maintaining stock levels of equipment and inventories
Building and deploying end user hardware; from tablets and phones through to laptops and desktops.
Working closely with wider team and Site Lead to manage starters and leavers in local sites.
Taking a proactive ownership of Tickets and Tasks assigned using ServiceNow.
Asking customers targeted questions to quickly understand the root cause of the problem.
Track computer system issues through to resolution, within agreed SLAs.
Providing support to Associates through a series of actions, email or chat, until they’ve solved a technical issue.
Properly escalate unresolved issues in a timely manner to appropriate internal teams (e.g. security/network/systems teams)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships within the team and customers