Technical Support Engineer

About the Role

Getronics is seeking a motivated and customer-focused Technical Support Engineer to join their team. This role involves providing comprehensive IT support to users, troubleshooting hardware and software issues, and ensuring smooth operation of IT systems. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for technology.

Key Responsibilities

• Deliver expert technical assistance to clients via phone, chat, ticketing systems, and in-person interactions.
• Offer in-depth troubleshooting and support for Windows 10 & 11, Office 365, particularly Outlook and OneDrive.
• Serve as a Level 2 support resource for service desk analysts, resolving escalated issues within defined parameters.
• Manage incident and request tickets diligently in ServiceNow, ensuring adherence to Service Level Agreements (SLAs).
• Coordinate with vendors for hardware warranty claims and timely issue resolution.
• Perform PC refreshes, routine preventative maintenance, and installations, upgrades, and troubleshooting of computer hardware and peripherals.
• Provide Level 1 support for IP phones, multi-function printers, and video conferencing equipment.
• Support business simulations and Virtual Reality (VR) applications used in educational courses.
• Offer technical assistance for teaching spaces, utilizing collaboration platforms such as Zoom, MS Teams, Barco, Neat Bar, and Crestron.
• Facilitate IT asset preparation and deployment for new staff onboarding.
• Manage IT asset collection and preparation for refurbishment or retirement during staff offboarding.
• Provide specialized support for Executive, VIP, and VVIP users.
• Collaborate professionally and efficiently with onsite engineers, clients, and stakeholders.
• Participate actively in team meetings, development training sessions, and workshops.

Requirements

• Possess a Diploma or Degree in Computer Science, Information Technology, Computer Engineering, or a related field.
• Accumulate at least 4 years of hands-on IT support experience in an enterprise setting, with a proven track record of increasing responsibility and technical proficiency.
• Demonstrate broad experience in general IT operations, including but not limited to desktop/laptop/mobile device support, basic networking, security, printer management, endpoint security, system imaging, and remote support tools.
• Exhibit self-motivation, a proactive approach, and a strong commitment to customer service excellence.
• Have a solid understanding of PC components such as CPU, Motherboard, RAM, Graphics cards, and storage devices.
• Experience with MAC OS/iOS devices is advantageous but not essential.
• Possess relevant IT industry certifications like ITIL V4 Foundation, CompTIA A+, Network+, or CCNA is desirable.
• Exhibit effective communication skills, capable of explaining technical concepts to non-technical users.
• Maintain a customer-centric mindset, focused on delivering high-quality support and ensuring a positive user experience.
• Demonstrate the ability to manage multiple responsibilities and prioritize tasks effectively in a fast-paced environment.
• Show a willingness to collaborate and function as an integral part of a diverse team.
• Display a strong commitment to continuous personal and professional development.
• A genuine interest and passion for learning new technologies and thriving in diverse environments.