Technical Support Engineer - Windows OS (Windows7, Win8, Server 2008, 2010) in Waukegan, IL at Johnson Service Group

Date Posted: 11/7/2019

Job Snapshot

Job Description

JobID: 376346

Technical Support Engineer

Johnson Service Group is seeking a Tech Support Engineer for one of our clients in the Healthcare Industry. This is a 12 month Temporary assignment.

The Engineer position is responsible for the triaging, basic troubleshooting, part ordering, and escalation of customer inquiries as appropriate. The Technical Assistance Center provides technical support on a 24/7/365 basis. The role will provide technical support for our customer’s products installed throughout the customer base. The role will support calls via phone, e-mail, direct consultation and must assure prompt, courteous and professional service to their customers by effective communication, timely follow-up, technical expertise and adherence to department policies and standards.

Responsibilities:

  • Utilizes superior customer service skills to address all client requests for support in an efficient, courteous, and professional manner, and escalate when necessary
  • Remain consistent with communication to clients until issues are resolved
  • Provide accurate and timely detailed logging of problems and resolution for problems in the problem management database
  • Courteously obtain and convey concise problem information for external and internal service personnel
  • Escalate problems as appropriate following service desk procedures
  • Act as a liaison between customers and internal support staff to assure accurate problem interpretation
  • Maintain in-depth knowledge of service desk supported products and services
  • Maintain communications with customers during the problem resolution process as appropriate

Required Knowledge and Skills:

  • Knowledge of Windows OS (Windows7, Win8, Server 2008, 2010)
  • Basic understanding of Networking
  • Basic understanding of Workgroups, Domains
  • Competent in use of Microsoft Office applications (Word, Excel, etc.)
  • Fluent in the English language
  • Excellently demonstrated verbal and written communication skills
  • Strongly demonstrated organizational skills
  • Ability to multi-task
  • Ability to maintain calm, professional demeanor when under pressure
  • Ability to learn and retain knowledge

Basic Qualifications:

  • Associate’s Degree or High School Diploma/GED with 2 years of experience working with computer hardware / software troubleshooting

Preferred Qualifications:

  • Basic knowledge of SQL, SQL Configuration Manager and Query statements
  • MSCE Certification
  • Network certified technician
  • Experience in a technical support position over the phone
  • Knowledge of computer hardware peripherals (Installation and Setup): Printers, Monitors, network printers, scanners, keyboards, input devices
  • Basic Typing Skills

Work Conditions

  • Office Environment
  • Onsite

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