Randstad Senior Technical Engineer in Boston in Boston, Massachusetts
Senior Technical Engineer in Boston
Tuesday, October 4, 2016
The Senior Technical Support Engineer provides Tier III technical support, mentors Tier I & Tier II technical support analysts, and contributes to the selection and maintenance of technical support platforms. The Engineer supports a mixed environment of Microsoft Windows (80%) and Apple Mac OSX (20%) PCs and their requisite technologies (e.g., security, messaging, mobility).
The Senior Technical Support Engineer must have advanced knowledge in a variety of operating systems, hardware platforms, and both consumer and enterprise technologies. The Senior Technical Support Engineer assists in ensuring that all hardware platforms, operating systems, utilities, and devices are available to successfully maintain service levels. This individual evaluates all desktop system malfunctions and takes appropriate action.
The Senior Technical Support Engineer must manage projects and issues simultaneously. They will have an opportunity to develop their career through experience helping implement and maintain a new service desk and imaging platform, configure and deploy the latest desktop OS and productivity suites, interact with different levels of users and research new technology solutions.
Provide escalation and/or primary point of contact for customer-facing support on desktops, laptops, mobile devices, operating systems, applications, printers, networking, remote access and telephony.
Answer all service requests in a timely manner, set customer expectations around resolution times, and follow-up to ensure overall customer satisfaction. Record all services interactions in IT Ticketing System in a timely and accurate manner
Provide a consistently high-quality customer service experience by upholding established service standards, creating client technology reference material, and providing suggestions for procedural enhancements.
Supervise the team s day-to-day troubleshooting, escalation, and resolution of customer related IT problems.
Act as the main technical escalation point for Tier I and Tier II team members.
Work closely with IT Infrastructure team to proactively identify and resolve problems affecting customer experience.
Manage the deployment, maintenance, support, upgrade, and tracking of client technology assets, including desktops, laptops, phones, mobile devices, printers, and other peripherals
Maintain driver database and software updates for hardware independent image
Manage the testing and deployment of desktop security, including O/S and software security updates, antivirus definitions, and full disk encryption.
Supervise and perform tasks associated with adds/moves/changes and the relocation of all IT related assets during office/workspace moves.
Provide as needed, impromptu employee training on various technologies, including mobile devices, operating systems, applications, and office phones.
Contribute to and manage the IT knowledgebase by adding new support knowledge entries and editing/refining entries made by others on the support staff.
Promote professional development by engaging in informal knowledge transfer sessions, attending online & off-site training and conferences, participating in seminars and user groups, and reading industry publications.
Must have advanced skills in:
Diagnose, Troubleshooting and Repair
Hardware Independent Image Creation and Deployment
Local Area Network & Wireless
O/S - Windows, Mac O/S
iOS and other Apple software and technology
MS Outlook and MS Office 2010/2013
Hardware and Software installation/deployment
Mobile Device Management
Must have intermediate skills in:
Configuration and implementation
MS Active Directory
Requirements & Qualifications
Bachelor s Degree in information systems or related field.
5-7 years of experience in IT customer service or related area.
Strong written and verbal communication skills, analytical skills, and the ability to interact effectively with people at all levels of the organization.
Self-motivated, multi-tasking, ability to prioritize and perform a variety of concurrent tasks with limited direction.
Proven track record of personal and professional growth and development.
Availability for rotating, on-call support services outside of normal working hours including nights, weekends, and holidays.
Some domestic travel required, including west coast and week long trips.
Preferred Certifications: MCDST, A+, MOS, MCP, MCSE, Security apply now