Job Title: Technical Support Engineer
Location: Onsite at Fremont, CA
Duration: 6 Months Contract on W2 (Possible Extension)
Must-have HARD skills:
Service-oriented/customer service experience
Troubleshooting Windows or Mac OS platforms
Skilled with technology (laptops, networks, account management), Hardware and software troubleshooting (Mac, Windows, iPhone, Androids, Google workspace experience, WiFi, routers, printers, etc. )
Excellent communication
Good to have skills:
Documentation (maintaining a ticketing system)
Networking skills
Comfortable with VR equipment
Self-sufficient and self-driven, independent
Skills:
Experience in a technical support role in either a corporate or retail environment.
Experience in support and troubleshooting Windows or Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems.
Experience setting up and configuring end-user desktop and laptop computer hardware, software, printers, phones, cell phones, and peripherals.
Proven experience working with cloud-based platforms like Office 365 or Google Workspace.
Experience working with a ticketing system such as Asana, Remedy, ServiceNow, or equivalent.
Experience in new product/service releases and stay on the forefront of emerging industry practices.
Responsibilities:
Troubleshoot or escalate issues as appropriate in a timely manner, ensuring clear and effective communication throughout the support cycle. Provide end-user assistance where required until the issue has been resolved.
Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary, being the first point of contact for end users to receive support and maintenance within the organization’s desktop computing mobile devices and application system environment.
Utilize excellent customer service skills and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of IT procedures, products, and services.
Drive internal communication and priority within the business and headquarters to ensure consistency across the EE Organization.
Available to travel to other locations regionally to support offices and wider EE teams.
Ability to provide engaging, informative, well-organized evidential feedback where required.
Work proficiently with minimal daily guidance.
Provide customer service expertise that is an example to the rest of your team in how to deliver customer-focused service and constantly drive improvements in the ‘customer experience'.