IT Support Engineer

*Tier 1 and Tier 2 support experience is required.

IT Support Engineer – Japanese company

Location: New York, NY Onsite

Hours: 7 hours shift between 8:30 A.M. to 8:00 P.M., Monday through Friday except holidays. 

Pay rate: 60K～78K DOE（Non-Exempt）

General Position Summary

This position is stationed at the client’s site. However, might be assigned for Telecommuting as Hybrid, depending on the client’s needs. Responsibilities include providing technical support on system administration timely manner. *Job functions may differ depending on client’s requirement.

Essential Job Functions

· Serves as the first point of contact for end users seeking technical assistance over the phone, email or instant message, or walk-ins.

· Troubleshoots, diagnoses, and resolves technical system, hardware and/or software issues.

· Provides efficient and appropriate resolution and excellent customer service.

· Escalates unsolved complex issues to appropriate personnel in timely manner.

· Provides Tier 1-3 support for technical issues.

· Maintains records of technical issues inquired, provided resolutions and time spent to solve issues.

· Provides feedback received from end users to the superior.

· Identifies and suggests possible improvements on procedures.

· Keeps track of loaner laptops, mobile wifi, and other loaner devices.

· Maintains professional and good-natured relationship with end users.

Job Requirements

EDUCATION

· High school diploma or general education degree (GED); or equivalent combination of education and experience. Associate’s or bachelor’s degree in Computer Science, Information Science or related field, preferred.

EXPERIENCE

· At least Three-year experience of IT technical support, helpdesk or similar position.