Support Engineer I

Converge Technology Solutions UK; Chattanooga (TN); On-site; USD 42,000 - 54,000; Full time

Job summary

Converge Technology Solutions UK is seeking an Support Engineer I for an onsite role in Chattanooga, TN. You will deploy, install, upgrade, troubleshoot, and service PC hardware and software while ensuring customer satisfaction and timely incident resolution.

The position requires excellent communication, the ability to work with Service Desk and Engineering teams, and readiness to cover occasional weekends or after-hours as needed.

Qualifications

• Degree in Information Systems or Engineering preferred.
• Experience troubleshooting PC hardware, laptops and printers.
• Experience with Microsoft applications and tools.
• Valid driver's license required.
• Certifications such as A+, MCP, Server+ or MCSA desirable.
• Individuals able to obtain credentials within a reasonable timeframe.

Responsibilities

• Install, upgrade, repair, and maintain PC components, printers, and scanners.
• Troubleshoot PC components and printers using appropriate tools.
• Track, monitor, and document open service incidents to meet SLAs.
• Communicate with clients and update statuses (verbal and written).
• Collaborate with Service Desk and System Engineering to resolve incidents.
• Attend staff meetings and contribute to process improvements.
• Provide on-site support and adapt to on-site/off-hours needs.

Skills

Verbal communication

Written communication

Troubleshooting hardware

Printer troubleshooting

Customer-focused

Independent work

Documentation

Team collaboration

Education

Applied technology degree

CompTIA A+ certification

MCP certification

MCSA certification

Server+ certification

Tools

Microsoft Office

Office Suite

PC hardware tools

Job description

Position Title: Support Engineer I

Position Location: Chattanooga, Tennessee

Reports to: Manager Services, Manager or Lead

Job Summary:

This position provides high-quality solutions to customers to ensure their investment in technology is consistent with their business objectives by deploying, installing, upgrading, troubleshooting, and servicing client hardware/software. The Support Engineer will ensure that customers receive remote and on-site support, resolve all outstanding service issues within the committed response times, escal... and be responsible for overall customer satisfaction.

This is an onsite role that will require minimal travel to site locations to support customers. Travel time is paid and mileage is reimbursed. The primary office location is in Chattanooga. Standard work schedule, Mon – Fri, 8:00am – 4:30pm.

Essential Functions:

• Perform product support activities involving installation, upgrading, repair, and preventative maintenance of PC components, printers, and scanners.
• Diagnose and use the appropriate tools to troubleshoot basic PC components, printers, and scanners.
• Be responsible for tracking, monitoring, and providing timely updates and complete documentation for open service incidents to ensure service level standards are met.
• Responsible for client communication (both verbal and electronic) including scheduling, updating of status, and communicating completion of service requests and incidents.
• Engage and work with the Service Desk and System Engineering team to troubleshoot and resolve incidents when appropriate.
• A professional, business-focused attitude and courteous manner towards clients, partners, and peers.
• Ability to work weekends and/or off hours as necessary to meet client’s needs.
• Attain appropriate product/vendor certifications to ensure continual growth in knowledge of equipment troubleshooting techniques and methodologies.
• Participate in regular staff meetings and communicate relevant information.
• Provide input to the development and / or enhancement of PDS tech support- and systems admin-related processes and tools.
• Other duties as assigned.

Required Skills/Abilities/Competencies:

• Excellent verbal and written communication skills.
• Ethical and Critical Thinking.
• Ability to troubleshoot PC hardware/software and printer problems.
• Ability to perform duties with a client-centric attitude. Clients come to us by choice; we have a personal responsibility to maintain our client’s loyalty and trust.
• Innovative, team-oriented problem solver.
• Ability to work independently without direct supervision.
• Ability to manage competing priorities in a fast-paced environment.
• Ability to provide detailed and complete documentation related to performance of duties.
• Ability to interact on a “face to face” basis with clients in a professional and courteous manner.
• An aptitude and enthusiasm to effectively adapt to rapidly changing technology and provide technical assistance in delivering and supporting that technology.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.
• Experience troubleshooting and supporting technology hardware products, including PC hardware/software, laptops, and printers.
• Experience with application troubleshooting experience in Microsoft products and tools.

Education and Experience:

• A degree in an applied technology area such as Information Systems or Engineering is preferred. Equivalent training and experience may be substituted.
• Experience troubleshooting and supporting technology hardware products, including PC hardware/software, laptops, and printers.
• Experience with application troubleshooting experience in Microsoft products and tools.
• Valid driver’s license required.
• Comp TIA A+ is preferred.
• MCP certification desirable.
• Server +preferred.
• MCSA certification desirable.
• Other vendor certifications highly desirable.
• Individuals with necessary experience but lacking the requisite credentials will be considered if judged to be able to obtain them within a reasonable timeframe.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.