IT Support Engineer

Role: IT Technical Support-Level1

Location: San Jose, CA

Contract & Onsite

THE ROLE: Our team is looking for a candidate with an interest in technology and who works well in a customer-facing role that can patiently take the time to understand an issue in order to properly document it and can comfortably navigate a PC to perform basic troubleshooting

WHAT YOU’LL BE DOING:    

§  Providing first level triage and technical support to employees through tickets and in-person at the support desk.

§  Analyzing technician (peer) workflows to identify areas of improvement and optimization. Identifying technician workflows which do not have supporting process documentation.

§  Assisting the IT team with system provisioning and device refresh/replacements.              

§  Documentation writing.        

§  Physical and Virtual asset stockroom maintenance.         

§  Supporting IT project goals.          

§  Helping to set up devices and accessories. 

§  Communicating status updates with internal clients. 

§  Ensuring that requests are being prioritized and closed in a timely manner.              

§  Working alongside a senior IT technician who can assist you with any escalations and can provide guidance to advance your knowledge of IT support.        

§  Learning and adhering to company policies and procedures regarding IT security and data privacy.               

§  Engage in knowledge-sharing sessions and training to enhance technical skills. 

PREFFERED QUALIFICATIONS:     

§  Proficiency with the Windows operating system.

§  Basic understanding of Windows troubleshooting.          

§  Android/iOS familiarity.        

§  Customer-oriented mindset.          

§  Ability to take clear notes to capture problems correctly.               

§  A general understanding of MacOS and Linux would be helpful but is not required 

WHAT WOULD SET YOU APART:           

§  PowerShell or command line (CLI) familiarity.        

§  CompTIA A+ certification.    

§  Familiarity with networking concepts (DNS, LAN, WAN)

WHO WE’RE LOOKING FOR:  

§  Someone who can comfortably navigate a PC to perform basic troubleshooting.       

§  People who can patiently take the time to understand an issue in order to properly document it.          

§  Candidates who have an interest in technology and who work well in a customer-facing role.

§  Good communication skills, both verbal and written, for assisting users and documenting issues.     

§  Ability to work in a team and learn from others.    

§  Patience and a customer-focused attitude to help non-technical users.        

§  Relevant education or training in a technology-related field such as Management Information Systems, Business Technology Management, or Information Technology is helpful but not required

§  0-2 years of experience.