TCC Seeks a Customer Support Engineer

Posted by Kelly Grant, TCC Senior Technical Recruiter

When you join the TCC team, you join a team of exceptional individuals who are experts in their fields.  At TCC, you will have the opportunity to use technology to make our clients’ lives easier and their businesses more profitable.

Customer Support Engineer will provide end user support services at customer site; face-to-face and remotely. Supported services include hardware break-fix repair, OS remediation, Application support, support to mobile devices (phones, tablets), Installation, Move, Add, Change and Disposal (IMAC-D) and Lifecycle Refresh on end user hardware, OS migration. Will manage ticket queue and insure high quality real-time notes/updates are captured.

Job Description:

• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected
• Ensures maximum issue resolutions in minimum time
• Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user
• Identify, research, and resolve complex technical problems
• Creates and manages escalation procedures and ensures service levels are maintained
• Document, track, and monitor problems to ensure resolution in a timely manner
• Develops standards, policies, and procedures for the Help Desk
• Maintains a solution data base of technical issues affecting end users
• Manages the help desk system software and its database
• Phone and remote support for incoming tickets
• Communication with customers to coordinate scheduling of on-site support
• Documenting problem resolutions
• Device configuration for emergency replacements
• Provide regular status updates including details on any delays or unforeseen problems with the upgrade process.
• Responsible for providing hardware and software required for this work effort along with overseeing all work and approving any changes required for its success.

Travel Requirements:

• Must have and maintain a valid Driver’s License
• Requires occasional travel to client locations in central Indiana area

Qualifications:

• Associate’s Degree or equivalent experience
• 3-5 years of experience in the field or related area
• Desktop and server troubleshooting, customer service, documentation experience
• Prior Managed Services experience is a plus
• Technical Skills:
  • Windows 7 and Windows 10
  • Windows Server, Exchange Server
  • Hyper-V
  • PC hardware troubleshooting skills, rebuilds
  • PC imaging and re-imaging including user data moves
  • Enterprise tools (e.g. SCCM, Active directory, encryption, anti-virus)
  • MS Office 360 migration experience
  • Enterprise networking and printing

Benefits:

• Health, dental and vision packages
• 401(k) plan
• Company paid life insurance
• Paid time off

To see open positions at TCC, please visit our website http://e-tcc.com/open-positions