Technical Support Engineer (level 2-3)

General Position Summary

This position is stationed at our client's site. Responsibilities include teaming with the client's helpdesk and help manage IT projects. *Job functions may differ depending on client s requirement.

Essentials:

• Team with the client's helpdesk professionals and ensure that end users receive timely assistance.
• Troubleshoot, diagnose, and resolve technical issues.
• Provide efficient and appropriate resolution and excellent customer service.
• Handle escalation from other IT support engineers.
• Support and configure all video conference equipment including troubleshooting and vendor management.
• Research and find new vendors independent contractors and build professional relationship with them.
• Provide support for the client's infrastructure such as email server, file server, phone systems, etc.
• Manage IT projects such as office moves, OS upgrades, etc.
• Train the client's new hired helpdesk employees.
• Purchase hardware and maintain inventory and create inventory licensing reports.
• Manage user rights and create active/inactive report and user access report.
• Maintain records of technical issues inquired and provided resolutions.
• Identify and suggest possible improvements on procedures to superiors.
• Oversee helpdesk team engineers.
• Analyze performance of IT support activities and document resolutions and identify problem areas and perform assessment of IT support engineers.
• Develop new improvement strategies and procedures and provide solutions to enhance quality of service to prevent future problems.
• Create IT support instructions and train new IT support engineers.
• Provide Tier 2-3 support for technical issues.
• Manage PC and end-user inventory lists and updates at the start or end of contractor's term with the client.
• Communicate with the client s other teams in IT department when problems need to be escalated.
• Maintain and perform Security Awareness system to provide training and phishing assessment test to employees.

Miscellaneous

• Perform, collect and update necessary documentation, filing and listing.
• Performs clerical duties as needed
• Maintain high ethical standards in the workplace.
• Report all irregularities to manager(s) and work to resolve those issues.
• Comply with all company and the client s policies and procedures.
• Perform special projects and other miscellaneous duties as assigned by superior.

Job Dimensions (skills, abilities & personal traits)

Analysis	Customer Service	Flexibility/Adaptability
Listening & Understanding	Multitasking	Problem-Solving
Relationship Building	Research	Time Management
Information Technology Functional Specialist	Interpersonal & Communication Skills
English language fluency in reading, writing and speaking

Job Requirements

EDUCATION

• High school diploma or general education degree (GED); or equivalent combination of education and experience. Associate or bachelor s degree in computer science, Information Science or related field.
• Japanese speaking skills are good to have but not mandatory.

EXPERIENCE

• At least five-years experience of IT technical support.

TOOLS & EQUIPMENT

• General office equipment including phones, fax, copier, scanner, personal computer, calculator, etc.
• Software includes the use of Windows operating system and MS Office applications.
• lanDesk, SCCM, Polycom, Crestron and/or Windows Server 2016/2019L, preferred.

PHYSICAL & ENVIRONMENTAL

• Work Environment: Work is performed in an office environment with moderate noise level.
• Lifting: Must be able to occasionally lift and/or move more than 50 pounds.
• Eyesight/Vision: Requires vision abilities such as close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Physical: Employee is required to frequently or occasionally sit, stand, walk, crawl, use hands and fingers and reach with hands and arms.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.