We are seeking a highly skilled and motivated escalated Support Technician to join our Endpoint Engineering team. This role is responsible for providing advanced technical support to end-users, creating knowledge documentation, and resolving issues with Windows and macOS-based computers. The ideal candidate will possess a strong understanding of operating systems, hardware, troubleshooting methodologies, and a demonstrated ability to document solutions effectively.
Requirements
- Work directly with the CFA team of endpoint engineers to support a range of devices and software, acting as the first point of contact for escalations of cases related to endpoints with the goal of resolving issues
- Schedule time with End Users to remotely connect to devices and troubleshoot issues
- Diagnose and resolve moderately complex technical issues independently, leveraging internal and external documentation
- Collect error details, logs, and other information helpful in researching issues where a fix is not evident
- Collaborate with CFA Windows and Mac engineers to research and find resolutions for more complex issues or problem tickets affecting multiple end users
- Create clear and concise knowledge articles that empower support personnel to effectively resolve end users' issues independently, reducing escalation rates
- Manage and update Problem Tickets when large numbers of customers are experiencing a challenge with a similar root cause
- Proficient in using ticketing systems to track, manage, and resolve support requests
- Be customer focused and committed to providing timely and effective support to end users
- Handle challenging situations with professionalism and empathy
- Work with Microsoft Support and Apple Enterprise Support as needed to help facilitate the resolution of issues
Must have 7+ years of experience
location: Atlanta, Georgia
job type: Contract
salary: $32 - 35 per hour
work hours: 8am to 4pm
education: Bachelors
responsibilities:
ion:~Please join for Supplier Briefing for Request #7250-1 - Desktop Support Technician III on January 7, 2024 @ 11:00 am
https://teams.microsoft.com/l/meetup-join/19%3ameeting_OGNkZjg4M2UtMWMzNy00YmVjLThhZWQtN2E3Y2FlMWY3NjUx%40thread.v2/0?context=%7b%22Tid%22%3a%2273673648-15d4-4706-b4e7-fe020606264f%22%2c%22Oid%22%3a%220c782f11-921a-4121-92d0-0ba069cdd20e%22%7d
Join the meeting now
Meeting ID: 221 981 271 905
Passcode: 62Lf7h63
Dial in by phone
+1 470-645-3006,,840699207# United States, Atlanta
Find a local number
Phone conference ID: 840 699 207#
Join on a video conferencing device
Tenant key: teams@vc.cfacorp.com
Video ID: 118 426 525 8
We are seeking a highly skilled and motivated escalated Support Technician to join our Endpoint Engineering team. This role is responsible for providing advanced technical support to end-users, creating knowledge documentation, and resolving issues with Windows and macOS-based computers. The ideal candidate will possess a strong understanding of operating systems, hardware, troubleshooting methodologies, and a demonstrated ability to document solutions effectively.
Requirements
- Work directly with the CFA team of endpoint engineers to support a range of devices and software, acting as the first point of contact for escalations of cases related to endpoints with the goal of resolving issues
- Schedule time with End Users to remotely connect to devices and troubleshoot issues
- Diagnose and resolve moderately complex technical issues independently, leveraging internal and external documentation
- Collect error details, logs, and other information helpful in researching issues where a fix is not evident
- Collaborate with CFA Windows and Mac engineers to research and find resolutions for more complex issues or problem tickets affecting multiple end users
- Create clear and concise knowledge articles that empower support personnel to effectively resolve end users' issues independently, reducing escalation rates
- Manage and update Problem Tickets when large numbers of customers are experiencing a challenge with a similar root cause
- Proficient in using ticketing systems to track, manage, and resolve support requests
- Be customer focused and committed to providing timely and effective support to end users
- Handle challenging situations with professionalism and empathy
- Work with Microsoft Support and Apple Enterprise Support as needed to help facilitate the resolution of issues
Must have 7+ years of experience
qualifications:
- Experience level: Experienced
- Minimum 7 years of experience
- Education: Bachelors
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
