Help Desk - Technical Support Engineer

Technical Support Engineer
Summary of Position:
Technical Support Engineer provides enterprise-level assistance to our customers. They are responsible for diagnosing and troubleshooting software and hardware problems and help our customers install applications and programs. This is a Hybrid Role based out of Syracuse, NY.
Duties & Responsibilities:

• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Prepare accurate and timely reports
• Own reported customer issues ensuring problems are resolved through to resolution
• Ask customers targeted questions to quickly understand the root of the problem
• Provide prompt and accurate feedback to customers
• Maintain collegial relationships with clients
• Research and identify solutions to software and hardware issues
• Using email and chat applications, provide answers to simple IT issues. For more complex problems that require nuanced instruction, direct contact with clients via phone and/or written instructions and technical manuals.
• Live by the standards set by the Verisma Core Values and ensure that business is transacted accurately and with the highest ethical standards.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Document technical knowledge in the form of notes and manuals
• Prioritize and manage several open issues at one time
• Research, diagnose, troubleshoot and identifying solutions to resolve system issues
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Track computer system issues through to resolution, within agreed time limits
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Minimum Qualifications:

• Understanding of computer systems, mobile devices and other tech products
• Ability to provide step-by-step technical help, both written and verbal
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• Ability to lift up to 50 pounds
• Excellent problem-solving and communication skills
• Familiarity with remote desktop applications and help desk software (eg. Service Now)
• Ability to diagnose and troubleshoot basic technical issues
• Hands-on experience with Windows/Linux/Mac OS environments