Technical Support Engineer job description

A Tech Support Engineer will provide first-line support to our customers, partners and consultants. They will be required to independently as well as with other members of the local support team. They will support overall installation and maintenance of hardware and software. They will monitor overall systems throughout the fulfillment center. They will collaborate closely with our worldwide team of skilled Support Engineers and Developers to rapidly resolve software issues and quickly address customer requests.

Technical Support Engineers will have the opportunity to build their technical skills and the ability to learn a wide range of technologies related to Application Servers, Database Servers and Reporting components. Successful candidates must possess excellent communication, analytical and problem-solving skills along with a strong technical acumen to deliver the highest level of problem resolution and service excellence.

The work environment of our tech support team inside the fulfillment centers is based on the warehouse floor, interacting frequently with our associate and leadership population. You must be available to work 4 x 10-hour shifts. All shifts are considered “Day” shifts and begin at 6:00AM EST. You will be required to lift equipment up to 50lbs, work in elevated areas to reach Wi-Fi access points and IDF's, and bending/kneeling to get under production equipment to adequately install IT gear.

For the safety of employees, stricter dress code is required: no open-toed shoes, no heels taller than 1", no full-zipper sweatshirts, no hooded shirts/sweatshirts, long hair must be pulled back.
Qualifications:.
· 1-3 years experience in a technical support role
· Experience troubleshooting and supporting Windows 7, 10 and mac OS
· PC hardware support, troubleshooting and desktop support experience
· Basic understanding of Windows server and network protocols
· Familiar with Active Directory, Office365, disk encryption, and remote software tools (RDP, VNC, etc.)
· Excellent organizational, customer relationship, verbal and written communication skills
· Excellent problem solving and listening skills
· Highly motivated, self-starter with a positive attitude

We Believe in Better!
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.
At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.

Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us!

Learn more about Unisys and our key solution offerings: Unisys, Stealth™, CloudForte , InteliServe™

What success looks like in this role:

Provides end user support including VIP support for software and hardware on desktops, laptops and mobile equipment Installs, maintains, troubleshoots and repairs PCs, MAC and associated software Maintains a high degree of professionalism in actions, demeanour and dress Ensures high customer satisfaction throughout the service delivery transaction Takes responsibility and follow-up services and problem escalation Administration of service tickets (ServiceNow) Adherence to the given service parameters incl. timely and accurate reporting Provide printer error diag. and OEM B&F warranty repair process ownership Assistance, guidance and training of users regarding used HW, main applications and Data Recovery/Security.

You will be successful in this role if you have:

Technical
Suitable experience in desk side support required.Professional Hardware experience in Desktop, Notebook, Peripherals as well as Printer and mobile devices and tablets; certifications beneficial Good understanding required with Operating System: Windows and Mac (Linux or JAMF 100 or 200 certification would be a plus).Working knowledge of Conferencing/Audio Visual TechnologyBasic Network setup, shares and connectivity for Desktops, Notebooks, mobile devices, IP telephony and PrintersAssistance, guidance and training of users regarding used HW, main applications and Data Recovery/Security.

Behavioural Skills
Strong interpersonal and communication skills and ability to work with cross-functional teams, customers, and external vendors Good English skills in speaking and in writing Excellent analytical, communication and customer service skills required.Be trustworthy and maintain confidentiality Client and/or governmental clearance may also be required Valid driver's license with reliable vehicle and appropriate insurance (if driving required for position).High level of initiative, customer focus and solving problem attitude Excellent soft skills such as resilience, friendliness, experience in service, team player, well-groomed and confident manner

We offer:• Pensionplan • 24/7 accident insurance• Bonus/Incentive/Recognition Programm• Employee Referral Program• Sabbaticals• Employee Assistance Program and Health Programs• Training opportunities/Unisys University
#LI-US1

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Job Category
Customer Success Group

Job Details

We are looking for a bilingual (Spanish/English) teammate to join our innovative Triage Support team! As a Technical Support Engineer on the Triage team, you will have primary responsibility for providing front-line troubleshooting, feature explanation, and best practice mentorship for Salesforce clients from around the world. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support.

A Technical Support Engineer operates efficiently in this climate, maintains composure, exhibits integrity, and delivers the highest levels of client happiness at all times. And while our focus is always on the customer, we also have fun as a team, and continuously give back to our community through the generous Salesforce Volunteer Time Off (VTO) benefit.

Duties & Responsibilities:

Provide outstanding frontline technical support via phone and email to Salesforce clients. Assist with general standard processes, including user management, data management, and reporting and dashboards. Identify situations where professional services or account executive intervention may be warranted. Track and maintain all client communications and case documentation in Salesforce. Follow established support processes and procedures.



Qualifications:


Fluent in English and Spanish, both written and spoken. Experience in technical support (or other client focused environment). Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.). Excellent written and verbal communication skills. Committed with strong interpersonal, analytical and problem solving skills. Fast learner and highly adaptable. Technical proficiency in support of learning Salesforce Cloud applications and solutions.



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