ILCS - Support Engineer II

Position Title: Support Engineer II

Position Location: On Site / Oconomowoc, WI

Job Summary:

This position provides high quality solutions to customers to ensure their investment in technology is consistent with their business objectives by deploying, installing, upgrading, troubleshooting, and servicing client hardware/software. The Support Engineer will ensure that customers receive remote and on-site support, resolve all outstanding service issues within the committed response times, escalate any issues as necessary and be responsible for overall customer satisfaction.

Essential Functions:

• Perform product support activities involving installation, upgrading, repair, and preventative maintenance of PC components, printers, and scanners.

• Diagnose and use the appropriate tools to troubleshoot basic PC components, printers, and scanners.

• Be responsible for tracking, monitoring, and providing timely updates and complete documentation for open service incidents to ensure service level standards are met.

• Responsible for client communication (both verbal and electronic) including scheduling, updating of status, and communicating completion of service requests and incidents.

• Engage and work with the Service Desk and System Engineering team to troubleshoot and resolve incidents when appropriate.

• A professional, business-focused attitude and courteous manner towards clients, partners, and peers.

• Ability to work weekends and/or off hours as necessary to meet client’s needs.

• Attain appropriate product/vendor certifications to ensure continual growth in knowledge of equipment troubleshooting techniques and methodologies.

• Participate in regular staff meetings and communicate relevant information.

• Provide input to the development and / or enhancement of Pellera Technologies' tech support- and systems admin-related processes and tools.

• Other duties as assigned.

Required Skills/Abilities/Competencies:

• Excellent verbal and written communication skills.

• Ethical and Critical Thinking.

• Ability to troubleshoot PC hardware/software and printer problems.

• Ability to perform duties with a client-centric attitude. Clients come to us by choice; we have a personal responsibility to maintain our client’s loyalty and trust.

• Innovative, team-oriented problem solver.

• Ability to work independently without direct supervision.

• Ability to manage competing priorities in a fast-paced environment.

• Ability to provide detailed and complete documentation related to performance of duties.

• Ability to interact on a “face to face” basis with clients in a professional and courteous manner.

• An aptitude and enthusiasm to effectively adapt to rapidly changing technology and provide technical assistance in delivering and supporting that technology.

• Ability to function well in a high-paced and at times stressful environment.

• Proficient with Microsoft Office Suite or related software.

• Experience troubleshooting and supporting technology hardware products, including PC hardware/software, laptops, and printers.

• Experience with application troubleshooting experience in Microsoft products and tools.

Education and Experience:

• A degree in an applied technology area such as Information Systems or Engineering is preferred. Equivalent training and experience may be substituted.

• 2+ years experience troubleshooting and supporting technology hardware products, including PC hardware/software, laptops, and printers.

• 2+ years application troubleshooting experience in Microsoft products and tools.

• Valid driver’s license required.

• Comp TIA A+ is required.

• MCP certification desirable.

• Server + desirable.

• MCSA certification desirable.

• Other vendor certifications highly desirable.

• Individuals with necessary experience but lacking the requisite credentials will be considered if judged to be able to obtain them prior to their start date.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift up to 50 pounds (with help) at times.