Engineering Support Specialist - 19673

COMPANY DESCRIPTION

Our vision at Headway Workforce Solutions is to set the standard for the Human Capital profession by sourcing, recruiting and placing great people with great companies.  Headway‘s client focused approach provides both job seekers and employers with a high-touch, best-in-class service model.

At Headway, we strive to be a job seeker‘s career agent by guiding, advising and placing them in the best positions and organizations based on their particular goals.

At Headway, our Character, Commitment and Passion, to both candidates and clients, are the foundation of the company’s culture. These principles allow our employees to be more responsive, flexible and customer-centric so we can focus on building strategic value for our client-partners human capital.

JOB DESCRIPTION

We're currently seeking an Engineering - IS Support Specialist for a contract opportunity in San Diego, CA with our partner, one of the world's leading energy suppliers and innovators in energy infrastructure development. This is a great opportunity to work in a collaborative environment for a global industry leader.

The mission of the Customer Support Center is to provide quality support to all customers and to meet or exceed customer expectations.

The Customer Support Technician, Level 1 position is based at the San Diego headquarters.  The primary role of this position is to support an efficient and effective Service Desk.  The Technician, Level 1, will respond to automated customer alerts & site issues and coordinate the support assignments of the CSC team. This individual will have remote visibility and access to installed systems and conduct initial troubleshooting on alerts and reported incidents from customers.  If unable to resolve, the Support Technician will escalate and assign incidents to Level II Support Technicians.

NOTE:

• This is a 3rd Shift Position. The contractor will train for the first 60 days or so during first shift, but will then move to 3rd once training has been completed.
• Candidates MUST have experience with Windows Active Directory.

Primary Responsibilities include:

• Provide quality customer support to customers in response to phone calls and emails
• Respond to customer inquiries and incident reports
• Troubleshoot system hardware, software and network incidents
• Document ticketing system through open-ticket to resolution.  Maintain communication with customer from first call through resolution
• Monitor automated tracking and alert systems and input/update trouble ticketing system when appropriate
• Timely escalation of high priority network/​infrastructure problems and work with 2nd and/or 3rd level support toward resolution

Additional Responsibilities include:

• Provide basic in-house IT support to APS employees
• Keep accurate logs/​inventory of all software and hardware
• Order system hardware components upon customer approval for onsite spare parts inventory (owned by the customer)
• Obtain customer feedback information
• Effectively communicate customer issues and concerns to all applicable internal staff members
• Organize and maintain file system; file correspondence and other records
• Maintain working knowledge of products and/​or services
• Prepare reports and correspondence as needed
• Alternate 24/7 on-call responsibilities on a rotational basis
• Perform other duties as assigned by supervisor

Required Skills/Qualifications:

• Excellent customer service/interpersonal skills
• Strong troubleshooting skills
• Type 50+ wpm with accuracy
• Intermediate skills in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Proven experience in using trouble/incident ticketing system
• 2 years of related Help Desk or technical support experience or a combination of college and work experience
• Ability to respond to high priority trouble calls, and interface with a variety of clients
• Ability to multi-task in a fast-paced environment
• Proficiency in Win XP/7, Win Server 2008, software distribution, back-up and disaster recovery
• Commitment to excellence and high standards, strong organizational skills; able to manage priorities and workflow; ability to follow documented processes
• Ability to work independently and as a member of various teams and committees
• Ability to understand and follow written and oral instructions, with acute attention to detail
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Hardware familiarity must include: PC’s, servers, routers, and wireless
• Experience with remote access tools (VPN, VNC, Remote Desktop)
• XML and SQL experience
• Experience with traffic ground loops, IR sensors, radar and megapixel cameras a plus Working knowledge of ITIL framework and processes; ITIL Foundation v3 certified preferred

Responsibilities:

• Plan and perform complex semi-technical computer support assignments involving peripheral equipment and programs, with minimal guidance.
• Recommend and implement measures to improve operations and customer service.
• Plan, coordinate and lead team efforts and provide technical guidance to less experienced staff.

ADDITIONAL INFORMATION

• This is a 6+ months contract position

Headway Workforce Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Headway Workforce Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.