Support Engineer I

Pellera Technologies; Des Plaines (IL); On-site; USD 50,000 - 70,000; Full time

Job summary

Pellera Technologies seeks a Support Engineer I to deliver high-quality solutions by deploying, installing, upgrading, troubleshooting, and servicing client hardware and software. The role includes remote and on-site support, resolving issues within committed response times, escalating when needed, and ensuring overall customer satisfaction.

Based in Rosemont, Illinois, you will report to the Lead or Manager in US Professional Services, working with the Service Desk and System Engineering teams

Qualifications

• Experience troubleshooting and supporting technology hardware products, including PC hardware, software, laptops and printers.
• Ability to document performance of duties with detail and clarity.
• Experience with Microsoft products and tools for application troubleshooting.

Responsibilities

• Install, upgrade, repair and perform preventive maintenance on PC components, printers and scanners.
• Troubleshoot basic PC components, printers and scanners using appropriate tools.
• Track, monitor and document open service incidents to meet service level standards.
• Communicate with clients (verbal and electronic) including scheduling, status updates and completion notices.
• Coordinate with Service Desk and System Engineering to resolve incidents.
• Maintain a professional, client-centric attitude towards clients and peers.
• Work weekends or off hours as necessary to meet client needs.
• Attain product/vendor certifications to grow technical knowledge.
• Participate in staff meetings and contribute to process improvements.

Skills

Verbal communication

Written communication

PC troubleshooting

Printer troubleshooting

Customer focus

Documentation

Independent work

Time management

Client communication

Technical adaptability

Education

Information Systems degree

Engineering degree

CompTIA A+ (preferred)

MCP certification desirable

Server+ (preferred)

MCSA certification desirable

Other vendor certifications desirable

Tools

Microsoft Office Suite

Job description

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, **escalate** any issues as necessary and be responsible for overall customer satisfaction.

Practice: US Professional Services

Position Title: Support Engineer I

Position Location: Rosemont, Illinois

Reports to: Lead or Manager

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, **escalate** any issues as necessary and be responsible for overall customer satisfaction.

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.

Pellera provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.