Technical Support Engineer

Full time opening: Contract to hire with a MSP located in Irvine, CA.Assists users with the technical support of desktop and server computers, applications and related technologies including the specification, installation and testing of computer systems, software and peripherals within established standards and guidelines.

• Monitor service desk queues for incoming client technical support requests.
• Provide remote technical support for desktop hardware, software, and connectivity related issues.
• In conjunction with other support engineers, resolve tier 1 tasks: password resets, session unlocks, basic connectivity issues, printer issues, office moves, new user creation, cellular and desktop phone issues, software installation requests, etc.
• Escalate all unresolved client technical support requests to senior engineering team as needed to maintain support request assignment and resolution standards and expectations.
• Continuous review of open support requests. Verify status with engineering team, update status within systems, and communicate status with engineering team and client end-users.
• Provide onsite technical and project support as required by the senior engineering team.
• In all phases of the position, clear, concise, and comprehensive verbal and written communication is expected.
• Maintain documentation of client system configurations and repair and resolution procedures within service desk knowledgebase systems.
• Maintain inventory of client supplies and equipment within service desk asset management systems.
• Monitor status of client data backup jobs. Escalate unresolved backup issues to senior engineering team.
• Excellent customer service skills
• Strong desire to increase professional knowledge and interest in transitioning to Field Engineering