Come work at IT Resource where there are always opportunities for growth! We are looking to hire a Technical Support Engineer l, to help us grow. If you're hard-working and dedicated and like working in a fast-paced environment IT Resource is an ideal place to get ahead. You'll be glad you applied to IT Resource.

Essential Job Functions:

• Troubleshoot & resolve issues by analyzing, identifying, and diagnosing symptoms
• Perform root cause analysis using established processes
• Provide technical assistance with computer hardware and software to clients both internal and external
• Resolve issues for customers via phone, in person, and/or remote support
• Utilize a sophisticated ticket management system to enter and track incidents, document detailed and accurate troubleshooting steps and instructions, and communicate with the clients
• Recommend procedures and controls for problem solving and issue prevention
• Provide technical advice, guidance and training to clients using hardware and software programs
• Develop documentation and checklists as necessary
• Collaborate with internal support teams and external vendors as necessary to achieve resolution of customer requests
• Maintain continual communication with customers throughout the support experience
• Maintain an accurate schedule at all times
• Coordinate with other assigned professionals and technical resources for resolution of problems, as required
• Collaborate with product and professional services teams to investigate and solve technical product issues while keeping in constant communication with the customer

Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills required
• Ability to communicate to various audiences in a clear and concise manner
• Proficiency using Customer Relations Management Systems and Content Management Systems
• Proficiency with Microsoft Office Suite, and various web technologies
• Ability to work independently
• Ability to excel in a team-oriented, collaborative, and fast-paced environment
• Ability to build rapport easily with diverse set of clients
• Excellent communication skills
• Strong troubleshooting and critical thinking skills
• Ability to work with a significant diversity of individuals and/or groups
• Ability to apply problem solving techniques to analyze issues, create plans of action and reach solutions
• Excellent time management and organizational skills
• Naturally curious and excited to advance in new technologies
• Service-oriented approach with strong client-focused skills, able to process and explain technical information on various levels

Minimum Qualifications:

• High School Diploma
• Tech training and/or college degree preferred
• Two years of specialized experience in IT or related field