ITSupport Engineer Associate

Job Description

Position Overview

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our Internal customers. The support engineer will need to diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

The Technical Support Engineer role includes resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and provide clear, written instructions and technical manuals. 


  Research and identify solutions to software and hardware issues

  Diagnose and troubleshoot technical issues, including account setup and network configuration

  Ask customers targeted questions to understand the root of the problem quickly

  Track computer system issues through to resolution, within agreed time limits

  Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

  Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

  Provide prompt and accurate feedback to customers

  Refer to internal database or external resources to provide accurate tech solutions

  Ensure all issues are properly logged

  Prioritize and manage several open issues at one time

  Follow up with clients to ensure their IT systems are fully functional after troubleshooting

  Prepare accurate and timely reports

  Document technical knowledge in the form of notes and manuals

  Understanding and maintaining good customer service skills is essential.

Required Knowledge/Skills, Education, and Experience

  BS degree in Information Technology, Computer Science or relevant field

  Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

  Hands-on experience with Windows/Linux/Mac OS environments

  Good understanding of computer systems, mobile devices and other tech products

  Ability to diagnose and troubleshoot basic technical issues

  Excellent problem-solving and communication skills

  Ability to provide step-by-step technical help, both written and verbal

  Additional certification in Microsoft, Linux or similar technologies is a plus.


Organization: Digital Industries

Company: Siemens Industry Software Inc.

Experience Level: Early Professional

Job Type: Full-time

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

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