- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Develop and monitor KPI and SLA measurements for Tier 1 IT Engineers.
- Manage Tier 1 IT Engineer performance and day-to-day activities
- Configure enterprise level service management software
- Respond to queries either in person, through email or over the phone.
- Write training manuals and policy/procedure documentation.
- Maintain daily performance of computer systems.
- Respond to email messages for customers seeking help.
- Ask questions to determine nature of problem.
- Walk customer through problem-solving process.
- Install, modify, and repair computer hardware and software.
- Clean up computers.
- Run diagnostic programs to resolve problems.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Install computer peripherals for users.
- Follow up with customers to ensure issue has been resolved.
- Gain feedback from customers about computer usage.
- Run reports to determine malfunctions that continue to occur.
Preferred background:
- Bachelor’s Degree in a Computer Science related field
- 1-3 years of experience of Linux ,Windows, and/or macOS operating systems.
- Basic understanding of Networking concepts (TCP, UDP)
- Experience resolving complex computer issues
- Experience resolving software related issues
- Experience leading or supervising 5-10 employees in a customer service roll
- Ability to demonstrate good attitude, energy, and effort
Let me know if you're interested!
-Greg