Senior Technical Support Engineer (On Site)

Job Title: Senior Technical Support Engineer (On site)
Job Description:
We are seeking a highly skilled and experienced Senior Technical Support Engineer to join our team. The ideal candidate will have a strong background in troubleshooting a wide range of technology equipment and systems, including computer hardware, printers, scanners, routers, telephone systems, and the Microsoft Office suite. As a Senior Technical Support Engineer, you will play a critical role in providing technical assistance to our internal users and customers, resolving complex issues efficiently, and contributing to the continuous improvement of our support processes.
Responsibilities:

• Utilize your expertise and knowledge to diagnose and resolve technical issues related to computer hardware, printers, scanners, routers, telephone systems, and other technology equipment.
• Provide prompt and courteous technical support to internal users and customers via phone, email, remote assistance, and in-person interactions. Guide users through troubleshooting steps and ensure timely resolution of issues.
• Act as a point of escalation for complex technical issues, collaborating with cross-functional teams and external vendors to drive timely resolution and minimize downtime.
• Assist with the installation, configuration, and deployment of hardware devices, software applications, and operating systems as needed.
• Maintain comprehensive documentation of technical issues, resolutions, and troubleshooting procedures. Share knowledge and best practices with team members to enhance overall technical support capabilities.
• Provide guidance and mentorship to junior support engineers, sharing your expertise and helping them develop their troubleshooting skills and technical knowledge.
• Identify opportunities for process improvements and efficiency gains within the technical support function. Collaborate with stakeholders to implement solutions that enhance the quality of support services.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• Minimum of 10 years of experience in technical support roles, with a focus on troubleshooting computer hardware, printers, scanners, routers, telephone systems, and the Microsoft Office suite.
• Strong expertise in diagnosing and resolving hardware and software issues across multiple technology platforms.
• Proficiency in Microsoft Windows and/or macOS operating systems.
• Excellent communication skills and the ability to effectively interact with users of varying technical backgrounds.
• Proven track record of providing exceptional customer service and support in a fast-paced environment.
• Experience with ticketing systems and IT service management processes.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.

If you are a seasoned technical support professional with a passion for solving complex technical challenges and a commitment to delivering superior customer service, we invite you to apply for this exciting opportunity. Join our team and be part of a dynamic environment where your expertise will make a meaningful impact. Apply now!