Deskside Support Engineer
About the role
Grow your career. Drive innovation. At Bell Techlogix, employees are key to our growing success. We are always looking for driven, smart, and dedicated professionals to add to our award-winning team. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth.
Responsibilities
- Performs routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
- Primarily provides Tier 3 level support; will provide Tier 1 and/or 2 level support as needed.
- Escalates problems and issues to a higher level of support as needed.
- Processes timely and accurate information to ensure compliance with vendor warranty requirements.
- Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.
- Adheres to client policies and procedures while maintaining the integrity of the customer’s data.
- Maintains and updates work order tickets in client’s ITSM tool.
- Collaborates with multiple departments/vendors to provide support.
- Represents Bell Techlogix in a professional and businesslike manner and communicates effectively with customers and associates.
- Supports the Team Lead and/or Supervisor with reporting and responsibility coverage.
- Trains other technicians.
Requirements
- Must have a high school diploma or equivalent; College degree in a related field is preferred.
- At least 5 years of technical or related experience is preferred.
- Relevant education may substitute technical experience.
- Proficient in the troubleshooting and repair of various manufacturers’ laptops, desktops, printers, and peripherals.
- Working knowledge and hands-on experience supporting handheld devices and/or mobile devices.
- Working knowledge and understanding of client’s hardware platforms.
- Working knowledge and understanding of client’s software and user base.
- Working knowledge and understanding of AD and SCCM (or similar software).
- Proficient with various versions of Microsoft operating systems.
- Proficient with various versions of Microsoft Office Suites.
- Knowledge of industry quality standards.
- Original Equipment Manufacturer (OEM) certifications obtained to perform warranty repairs, as required.
- Client-required certifications, if needed.
Qualifications
- Ability to travel to Bell Techlogix or client site locations; overnight stays required on some occasions.
- Strong verbal and written communication skills.
- Ability to explain product material to a variety of audiences at all levels of the business.
- Ability to work independently and as a member of a team.
- Effective interpersonal skills.
- Attention to detail, excellent organizational skills, and must possess solid customer service skills.
- Maintain a professional dress code and general appearance.
Skills
- Manual dexterity to use keyboard to input information.
Benefits
Bell Techlogix is a Certified Great Place to Work and is recognized as a Diversity Employer.
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