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The Tier 1.5 Support Engineer responsibilities include:
- Being the first point of contact for individuals requesting service from PC Place. These points of contact can come from phone calls, emails or chat requests.
- Communicating with clients in a professional, helpful manner
- Creating detailed service tickets using correct spelling and grammar
- Closing tickets quickly and efficiently
- Proactive Monitoring: Following step by step procedures, identifying potential issues and creating tickets
Required Soft Skills:
- Very strong fluency in verbal and written English
- Strong customer service skills
- Efficient problem solving skills
- Excellent communication skills
- Follow-up skills to effectively handle and prioritize multiple service tickets at once
- The ability to handle multiple activities simultaneously
- Strong attention to detail
- Aptitude for learning new applications and technologies
- Can work independently or within a team effectively
- Provide direction or assistance to team members and vice versa
Technical Skills:
Experience installing, configuring and troubleshooting:
- Windows 2008r2 server and newer versions
- Windows 8.1 and newer versions of workstation operating systems
- Printer / Scanner firmware and software
- Installation of Software on Servers and Workstations
- Routers and switches
- Antivirus and antimalware products
- Internal and External Backup concepts and strategies
Education and Experience Required:
- Technical / Bachelors Degree required
- ITIL Foundation certification preferred
- Minimum one year of experience in a customer service environment utilizing phone, web, and email communication methods
- Knowledge of MS Office products: Word, Power Point and Excel
- Knowledge of Windows client / server operating systems, and machine architectures
- Knowledge of Active Directory, Small Business Service and other User Management Dashboards Preferred
Computer and Technology Knowledge
- Windows
- Word processing software
- Internet
- Hardware
- Device drivers
- Networking software
- Networking hardware
- Networking security
- Servers
- Applications - desktop
- Applications - enterprise
- File management software
- Security software
- Office Suites
- Mail server software
- Electronic mailing software
- Electronic scheduling software
- Communication software
- CAD software (computer assisted software)
- Business diagramming software
- Mapping and data visualization software (GIS)
- Data analysis
Essential Skills
- Writing
- Working with others
- Problem solving
- Critical thinking
- Computer use
- Continuous learning
Transportation/Travel Information
- Own transportation
- Own vehicle
- Valid driver's licence
Credentials (certificates, licences, memberships, courses, etc.)
- Information Systems Professional (ISP)
- A+ Certification
- Microsoft Certified Systems Engineer (MCSE)
Work Setting
- Computer systems unit
- Telecommunications industry
- Internet Service Provider (ISP)
- Help desk
- Computer hardware or software retailer/wholesaler
Work Conditions and Physical Capabilities
- Fast-paced environment
- Work under pressure
- Tight deadlines
- Repetitive tasks
- Sitting
- Bending, crouching, kneeling
Security and Safety
- Bondable
- Basic security clearance
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