TekWissen LLC
Overview
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan, offering strategic talent solutions to clients worldwide. Our client operates a marketplace for consumers, sellers, and content creators. It offers merchandise and content purchased for resale from vendors and third-party sellers.
Position Position:
Support Engineer II
Location:
Renton, WA 98057
Duration:
3 Months
Job Type:
Temporary Assignment
Work Type:
Onsite
Job Description The client\'s IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from the client\'s Corporate and its subsidiary employees worldwide. The successful IT Support Associate II will be customer-focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and demonstrate the ability to maintain high levels of productivity while maintaining quality support.
Provide basic technical support to the Corporate employees worldwide. Research, resolve, and respond to inquiries received via web chat, telephone, emails, ticketing system, all in a timely manner in accordance with organizational standards. Diagnose and troubleshoot end-user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved. Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely. Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed. Follow all standard operating procedures (SOP) through the effective use of knowledge management. Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users. Assist with activities to triage and escalate any system or network outage to reduce downtime. Assist with remote assistance in Teleconferencing systems and AV presentation equipment. Adherence to shift schedules and timeliness are key requirements. Willingness to work flexible shifts and scheduling weekends and holidays.
Typical Day in the Role Day to Day Rhythm:
This person will be supporting ex-employees with onsite IT help requests through a ticketing system and will help people in person.
Culture and Training Each site will have their own way of onboarding.
Candidate Requirements Basic qualifications
2 years of experience supporting Windows, Mac, and/or Linux operating systems in a corporate setting
High school or equivalent diploma
Associate in Computer Science or related field or experience equivalent
2 years of experience in helpdesk or desk-side environment
Experience in Windows/Mac OS environments
Strong verbal skills and proven ability to communicate with technical and non-technical staff
Ability to work both independently and within a team
Commitment to quality and strong multi-tasking skills
Preferred qualifications
Bachelor\'s degree in Computer Science or IT related field
Microsoft MCSE, MCITP Systems Administrator (Active Directory)
Advanced Linux systems administration skills
Strong troubleshooting skills of very complex systems
Ability to explain complex IT concepts in simple terms
ITIL Foundation Certification
Top 3 must-have hard skills
2 years of experience supporting Windows, Mac, and/or Linux operating systems in a corporate setting
2 years of experience in helpdesk or desk-side environment
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Key Skills
Ruby, Mac OS, Computer Networking, Windows, TCP, Customer Support, Linux, Shell Scripting, VPN, Dns, Technical Support, Troubleshooting
Employment Type:
Full Time
Experience:
years
Vacancy:
1
#J-18808-Ljbffr
Position Position:
Support Engineer II
Location:
Renton, WA 98057
Duration:
3 Months
Job Type:
Temporary Assignment
Work Type:
Onsite
Job Description The client\'s IT Support is the first point of contact for technical support service requests. Our IT Support Associate II spends their day fielding incoming chats, calls, and online requests from the client\'s Corporate and its subsidiary employees worldwide. The successful IT Support Associate II will be customer-focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and demonstrate the ability to maintain high levels of productivity while maintaining quality support.
Provide basic technical support to the Corporate employees worldwide. Research, resolve, and respond to inquiries received via web chat, telephone, emails, ticketing system, all in a timely manner in accordance with organizational standards. Diagnose and troubleshoot end-user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved. Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely. Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed. Follow all standard operating procedures (SOP) through the effective use of knowledge management. Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users. Assist with activities to triage and escalate any system or network outage to reduce downtime. Assist with remote assistance in Teleconferencing systems and AV presentation equipment. Adherence to shift schedules and timeliness are key requirements. Willingness to work flexible shifts and scheduling weekends and holidays.
Typical Day in the Role Day to Day Rhythm:
This person will be supporting ex-employees with onsite IT help requests through a ticketing system and will help people in person.
Culture and Training Each site will have their own way of onboarding.
Candidate Requirements Basic qualifications
2 years of experience supporting Windows, Mac, and/or Linux operating systems in a corporate setting
High school or equivalent diploma
Associate in Computer Science or related field or experience equivalent
2 years of experience in helpdesk or desk-side environment
Experience in Windows/Mac OS environments
Strong verbal skills and proven ability to communicate with technical and non-technical staff
Ability to work both independently and within a team
Commitment to quality and strong multi-tasking skills
Preferred qualifications
Bachelor\'s degree in Computer Science or IT related field
Microsoft MCSE, MCITP Systems Administrator (Active Directory)
Advanced Linux systems administration skills
Strong troubleshooting skills of very complex systems
Ability to explain complex IT concepts in simple terms
ITIL Foundation Certification
Top 3 must-have hard skills
2 years of experience supporting Windows, Mac, and/or Linux operating systems in a corporate setting
2 years of experience in helpdesk or desk-side environment
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Key Skills
Ruby, Mac OS, Computer Networking, Windows, TCP, Customer Support, Linux, Shell Scripting, VPN, Dns, Technical Support, Troubleshooting
Employment Type:
Full Time
Experience:
years
Vacancy:
1
#J-18808-Ljbffr