ILCS - Support Engineer II

About the Role

This position provides high-quality solutions to customers to ensure their investment in technology aligns with their business objectives. The Support Engineer II deploys, installs, upgrades, troubleshoots, and services client hardware and software, delivering both remote and on-site support. The role ensures resolution of service issues within committed response times, escalates issues as needed, and maintains overall customer satisfaction.

Responsibilities

• Perform product support activities, including installation, upgrading, repair, and preventative maintenance of PC components, printers, and scanners.
• Diagnose and troubleshoot basic PC components, printers, and scanners using appropriate tools.
• Track, monitor, and provide timely updates and complete documentation for open service incidents to meet service level standards.
• Communicate with clients (verbally and electronically) regarding scheduling, status updates, and completion of service requests.
• Collaborate with the Service Desk and System Engineering teams to troubleshoot and resolve incidents.
• Maintain a professional, business-focused attitude and courteous manner with clients, partners, and peers.
• Work weekends and/or off-hours as necessary to meet client needs.
• Attain product/vendor certifications to stay current with equipment troubleshooting techniques and methodologies.
• Participate in regular staff meetings and share relevant information.
• Provide input for the development and enhancement of tech support and systems admin-related processes and tools.
• Perform other duties as assigned.

Requirements

• Excellent verbal and written communication skills.
• Strong ethical and critical thinking abilities.
• Proven ability to troubleshoot PC hardware/software and printer problems.
• Client-centric attitude with a focus on maintaining client 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.
• Strong documentation skills for duties performed.
• Professional and courteous face-to-face client interactions.
• Enthusiasm and aptitude for adapting to rapidly changing technology and providing technical assistance.
• Ability to perform well in a high-paced and occasionally stressful environment.
• Proficiency with Microsoft Office Suite or related software.
• Experience troubleshooting and supporting technology hardware, including PC hardware/software, laptops, and printers.
• Experience with application troubleshooting in Microsoft products and tools.

Qualifications

• A degree in an applied technology area such as Information Systems or Engineering is preferred; equivalent training and experience may be substituted.
• 2+ years of experience troubleshooting and supporting technology hardware, including PC hardware/software, laptops, and printers.
• 2+ years of application troubleshooting experience in Microsoft products and tools.
• Valid driver’s license required.
• CompTIA A+ certification is required.
• MCP, Server+, or MCSA certifications are desirable.
• Other vendor certifications are highly desirable.
• Individuals with necessary experience but lacking certifications may be considered if they can obtain them prior to the start date.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift up to 50 pounds (with assistance) at times.