Customer Service Engineer - Full-time

Job Summary:

Provide customer service-oriented desktop support to all stakeholders within the organization. Serve proactively by anticipating and resolving incidents, and completing service requests; while maximizing efficient use of computing resources.

Essential Job Duties:

1. Configure, deploy, maintain, troubleshoot and support computer workstations and laptops according to departmental policies and procedures.
2. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers and administrative systems.
3. Proactively manage incident and service request records by monitoring work queue.
4. Provide support at a level which adheres to pre-defined Service Level Agreements.
5. Provide face-to-face support for stakeholders, as needed, when phone support is not applicable to resolve an incident or fulfill a request.
6. Create and maintain documentation which defines the support function of the role. Provide the documentation to the Service Desk in the form of knowledge base articles.
7. Create and maintain customer-facing documentation (instructions, FAQ, etc) which will enable the customer in self-supporting their work environment.
8. Upon request, offer insight and assistance in the review of new hardware and software.
9. Carry out special tasks at Management's direction.

Secondary Job Duties That May be Reassigned:

1. Understanding of personal computer hardware and software (Operating Systems and Applications); general network connectivity concepts.
2. Must be a problem solver to identify the nature of reported incidents and the ability to implement or research a solution.
3. Must have proven customer service skills with a positive can-do attitude towards meeting the needs of customers.
4. Ability to create documentation for internal and external purposes.
5. Flexible and able to adapt to a rapidly changing environment.
6. Must be organized and have the ability to manage projects of varying length.
7. Positive, self-motivated individual who can complete tasks independently.

Qualifications

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