TECHNICAL SUPPORT ENGINEER II CARE
CARE is seeking an experienced Technical Support Engineer work under general direction, implementing specific aspects of CARE’s desktop, laptop, print, mobile and hand-held devices strategy globally for assigned focus areas. S/he collaborates with other IT staff to evaluate interfaces between hardware and software along with operational and performance requirements of overall system.
S/he participates in the maintenance and support of assigned applications, participates in the execution of and documents all upgrades, patches, etc. in accordance with best practices, supports CARE’s technical and application environment, and contributes to the unit-testing/debugging process and in the planning and execution of integration testing.
The Technical Support Engineer supports the implementation of the ICT customer support strategy for CARE globally for assigned focus areas, participates in and sometimes leads the resolution for assigned Tier II and Tier III customer support issues for desktop hardware and software products, systems, and services, and models customer service by maintaining frequent communication with customers while investigating and resolving issues.
S/he participates as a team member on projects, and provides tasks and time estimates for assigned projects.
The Technical Support Engineer may engage in the research of new and existing solutions and best practices, which could involve enhancing application/systems functionality, features and defect repair, and proposes changes in equipment, processes, or use of materials or services that would result in cost reduction or improvement in operations.
Responsibilities:
•Technical Support
•Customer Support
•Project Teams
•Other Assigned Duties
Required:
•Bachelor’s degree from accredited college or university (or an equivalent combination of education and experience)
•MCP
•A+ Certification
•4 - 6 years experience in hands-on technical desktop support role
•4 - 6 years experience installing, configuring and supporting Windows-based PCs and Office applications
•4 - 6 years general experience in on-site and remote customer service support
•2 - 4 years experience working on project teams as a team member or lead
•Experience supporting users with troubleshooting network access, networking printers using Remote Desktop Tools
•Experience with VoIP Phone Setup and Maintenance
•Experience in Blackberry Activation and Maintenance
•Knowledge of communication tools: Asterisk – Eyebeam
•Experience with ghost Image creation and implementation
•Experience in network operating systems, protocols, and connectivity methods
•Good time management and multi-tasking skills
•Experience with established IT industry analysis tools, infrastructure tools, methodologies and best practices
•Experience supporting Microsoft Windows operating systems
•Aptitude to quickly grasp current software functionality and third party products in order to extend that functionality to meet new and evolving requirements.
•Working knowledge of firewall, switches, and routers
•Knowledge of authentication protocols such as AD, RADIUS and LDAP
•Knowledge of critical thinking and problem solving approaches and methods
•Good technical writing, written and verbal communications skills
•Knowledge of business continuity and disaster recovery strategies
•Knowledge of Commercial hardware/software evaluations and implementation
•Ability to work well in team environment
Desired:
•Bachelor’s degree in computer-related curriculum
•MCSE
•6 years experience installing, configuring and supporting Windows-based PCs and Office applications in a networked environment
•6 years experience in on-site and remote customer service support
•4 years experience working as a member of an technical support team
•ITIL Methodologies
Our diversity is our strength; we encourage people from all backgrounds and experiences, particularly women, to apply.
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