Lead DesktopTechnical Support Engineer

Role: Lead Desktop/Technical Support Engineer

Contract: 12 Months

Location: Austin TX (Hybrid)

Job Description:

Our Client is looking for a Support Engineer to provide technical assistance to our customers. You will help install upgrade and troubleshoot hardware and software systems. Your primary responsibilities will be in Incident and Problem Managements. This position will be working with: 1 the End User Compute Engineering team which is responsible for creation and deployment of packages and images to all workstations laptops and tablets using SCCM 2.

Worker will perform these Tasks:

• Address user tickets regarding hardware software and networking issues on enduser devices
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple stepbystep instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals
• Create Knowledge Area Articles (KAs) to increase resolution on Level 1
• Monitor performance metrics to ensure all metrics are met
• Build relationships with L1/L2 and other technical teams
• Identify opportunities for continual service improvement
• Identify and resolve problems

Required Skills:

• 8 Years of Proven work experience as a Desktop Support Technical Support Engineer or similar role
• Handson experience with Windows/Linux/Mac OS environments
• Working knowledge of office automation products and computer peripherals like printers and scanners
• Knowledge of network security practices and antivirus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problemsolving and multitasking skills
• Customeroriented attitude
• BSc in Computer Science or relevant field
• 8 years of desktop support
• 2 years of experience in cloud / virtual computing environment
• 2 years of experience in problem management

Preferred (Optional):

• ITIL Certified
• MCSA/MSCE Certified
• CompTIA A and other technical certifications recommended Experience with SharePoint access controls
• Strong written and oral communication skills