Advantmed - Technical Support Engineer - Windows OS

About the Job :

Are you a highly skilled and experienced IT professional with a passion for resolving complex technical challenges and providing exceptional support? Do you thrive in a fast-paced environment where your expertise in Microsoft technologies and IT infrastructure is crucial to ensuring seamless operations? If so, we have an exciting opportunity for you to join our dynamic IT team as a Senior Technical Support Engineer or Technical Support Engineer.

In this role, you will be a vital escalation point for our IT Service Desk, tackling intricate technical issues and providing expert guidance to both end-users and junior team members. You will leverage your deep knowledge of Microsoft products, endpoint security, and IT infrastructure to diagnose, troubleshoot, and resolve incidents efficiently and effectively. Furthermore, you will contribute to the continuous improvement of our support processes through knowledge sharing, training initiatives, and collaboration with other IT functions.

Whether you join us as a Senior Technical Support Engineer or a Technical Support Engineer will depend on your overall experience level, particularly within IT Helpdesk / Service Desk environments and your depth of expertise in the required technical :

• Serve as a Level 2 (L2) escalation point for unresolved IT Service Desk (SD) cases, meticulously analyzing issues, providing effective technical solutions, and offering clear direction to the Service Desk team.
• Proactively manage assigned cases from the IT Service Desk queue, ensuring timely updates, accurate documentation, and efficient progression towards resolution within defined Service Level Agreements (SLAs).
• Act as a technical mentor and Subject Matter Expert (SME) on the support floor, readily assisting junior engineers with complex troubleshooting scenarios, sharing best practices, and fostering a collaborative learning environment.
• Develop and deliver comprehensive IT Service Desk technical training programs for new hires, ensuring they possess the foundational knowledge and skills required for success. Additionally, conduct ongoing training sessions for existing staff to keep them updated on new technologies and troubleshooting techniques.
• Effectively manage relationships with external vendors for the deployment, upgrades, and escalation of issues related to various IT products and services, ensuring seamless integration and minimal disruption.
• Drive initiatives to improve First Contact Resolution (FCR) rates by actively partnering with other IT functions (e.g., Infrastructure, Security) to identify root causes of recurring issues and contribute to the enhancement of knowledge base documentation and self-service resources.
• Maintain a strong understanding of ITIL, ISO 20000, and other relevant ITSM best practices, contributing to the adherence and continuous improvement of our IT service management framework.
• Contribute to the creation and maintenance of comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and standard operating procedures.
• Participate in root cause analysis of major incidents and contribute to the development of preventative measures.
• Stay abreast of the latest technological advancements and industry trends related to Microsoft products, endpoint security, and IT Competencies Required :

Graduate in any discipline.

Expert proficiency in a wide range of Microsoft products and solutions, including :

ref : hirist.tech)