Biometrics Technical Support Engineer

Responsibilities

• Respond to requests/queries in person, via phone or electronically.
• Monitor Helpdesk mailbox and assign to respective support resources on shift.
• Monitor tickets and assign tickets as per the task assigned on a daily basis.
• Provide end user support for all hardware and software.
• Research issues and questions using available knowledgebase.
• Diagnose and resolve issues reported via call, ticket or email.
• Conduct daily follow ups on pending tickets to facilitate closure with adherence to SLAs.
• Set up and configure desktops, printers, scanners, and other peripherals on shift basis.
• Handle escalations and ensure they are quickly resolved.
• Escalate issues to appropriate teams when required.
• Develop relationships with points of contact across the organization.
• May support basic training efforts for junior engineers and help in development of team.
• End user account maintenance; including account creation, ongoing maintenance and deletion.
• May support Active Directory administration to include but not limited to account and group creation/management.
• Ensure proper documentation of ticket and ticket logging for all issues reported to helpdesk.
• Install and configure software.
• Cook with vendors as needed.
• Maintain uptime of servers.
• Become familiar with Help Desk policies and procedures.
• Develop daily reports to track team performance and update managers.
• Become familiar with other internal departments, their systems and applications.

Requirements

• Associate’s Degree or equivalent experience preferred (technical or analytical field a plus)
• 2+ years specializing in remote desktop support, systems administration, or IT Operations in a Windows environment
• Systems Architecture and integration experience preferred (specifying hardware, network configuration, etc.)
• Microsoft Office 2013 and above Outlook 2013 and above
• Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc)
• Previous work experience in a corporate environment
• Experience supporting Outlook in a Microsoft Exchange environment
• Experience supporting a variety of WiFi-enabled devices
• Experience supporting remote users
• Basic knowledge of thin client systems, network printers, citrix, terminal servers