IT Support Engineer
Location: Onsite in Palo Alto, CA (some trips to SF), maybe once a week, client will pay for parking and gas for travel to SF office
Start Date: Immediate
Length: 6-12+ months
Job description:
We are looking for an IT Support Engineer to provide in-office technical support services across client and company affiliates. The ideal candidate will possess both a technical and customer-service background with excellent interpersonal skills and a focus on maximizing business users’ productivity.
This position is an important part of the Information Technology Services Team, and candidates must be passionate about technology, live for fantastic customer service, and thrive in a fast-paced, high-pressure environment.
A typical day for someone in this position will dynamically vary between IT triage, directly supporting the company’s senior leaders, engineering changes to our client management systems, contributing to the success of large-scale IT projects, helping to support laboratory instrumentation, and all while collaborating within a team of smart and inspired colleagues.
The role will be responsible for providing user-facing level one and level two IT support to cross-functional business teams including hands-on computer hardware, software, and systems access troubleshooting with PC, Mac, and mobile devices in a cloud-based infrastructure environment.
Responsibilities
? Provide in-person or remote L2 technical assistance to the client community, including C-Suite and Executive Assistant staff. Partner with your team, peers, and stakeholder(s) to take ownership and drive issues to resolution.
? Utilize a customer-first mindset and a sense of urgency to provide varying levels of technical assistance to the client community as a component of managing service requests.
? Building effective relationships and demonstrating expert-level ability to inspire trust and maintain confidentiality to support user IT requirements.
? Identify, promote, and execute service, process, and technology improvements.
? Provide data-driven advice to IT service owners and leads when it comes to business trends and needs.
? Pursue IT and business process excellence.
? Design, develop, implement, and test client technology solutions based on business requirements.
? Provide lab environment support for lab technologies and related business processes.
? Administer client management technologies.
? Participate in IT projects as assigned.
Education, Experience & Skills Requirements
? Minimum Education requirement
o Bachelor’s Degree in Computer Science/Business Administration or an equivalent level of education and comparable experience.
? Relevant Experience & Skills
o 5+ years experiencing providing in-person and remote technical support in corporate environments.
o Demonstrated experience in a customer-service role, with a focus on delivering the best possible end user experiences.
o Demonstrated expertise with technical diagnostics and triage, with a focus on solving for systemic root causes.
o Ability to work effectively with others and are exceedingly productive on your own while producing quality results.
o Must be able to handle changing and competing priorities where the path forward is not always clear at the outset and use good judgment in stressful situations.
o Must communicate exceptionally well, both in writing and verbally, including
communicating ideas in both technical and user-friendly language.
o Advanced hands-on hardware and software troubleshooting skills in Windows and Mac OS client environments.
o Demonstrated experience with setup and administration of IT client technologies (laptops, mobile devices, remote desktop, Wi-Fi and LAN connections, video equipment, conference room support, Intune, Exchange, Active Directory, Office 365, Okta, Egnyte, Teams) .
o Must have a strong understanding of IT Support as part of a business function (SLA’s, ITIL/ITSM processes and practices, etc.).
Thanks
Gurdas
Email : gurudas.singh@infostride.com
