IT Support Engineer

Looking for a full time onsite IT support engineer to work for our clients in Charlotte, North Carolina and Alpharetta, Georgia. Interested candidates should be able to travel between these 2 locations whenever required.

Roles & Responsibilities

· Research and identify solutions to software and hardware issues

· Diagnose and troubleshoot technical issues, including account setup and network configuration

· Ask customers targeted questions to quickly understand the root of the problem

· Track computer system issues through to resolution, within agreed time limits

· Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

· Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

· Provide prompt and accurate feedback to customers

· Refer to internal database or external resources to provide accurate tech solutions

· Ensure all issues are properly logged

· Prioritize and manage several open issues at one time

· Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Requirements

· Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

· Hands-on experience with Windows/Linux/Mac OS environments

· Good understanding of computer systems, mobile devices and other tech products

· Ability to diagnose and troubleshoot basic technical issues

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