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Technical Support (Richmond) in Richmond at Vaco

Date Posted: 11/29/2018

Job Snapshot

Job Description

If you want access to the best opportunities in the IT industry, you need to partner with Vaco! At Vaco, our recruiters have direct relationships with hiring managers, so they can connect your work experience to the open job. Right now, we are seeking a Technical Support Engineer for one of our clients. Instead of being another faceless resume, let Vaco advocate for you! We will promote your strengths to the hiring manager while preparing you for that specific interview.

Our recruiters will provide you with great insight about trends in the market - keeping you up to date on compensation expectations, company culture and growth opportunities. If you're an experienced Technical Support Engineer, and you want to partner with the best, apply today!

As a Technical Support Engineer, you will be responsible for the overall management of the hardware and software systems that encompass our client's network. This includes maintaining the confidentiality, integrity and availability of all data as well as its security and privacy in physical and/or electronic format.

Specific responsibilities:

  • Manage and monitor customer IT issues using helpdesk tools - ServiceNow and Ivanti. Support over the phone, in person, and using remote control
  • Acts as a liaison to ensure the delivery of high performance IT support services
  • Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, mobile devices and printers
  • Provides management with recommendations for systems and process improvements
  • Troubleshoots software and hardware problems and enhances the level of direct services to field staff
  • Installs, maintains, and assist in testing and upgrading of new and existing hardware and software
  • Provide advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems
  • Create job aids for internal staff to enhance the use of infrastructure such as SharePoint, Gmail, and Office products
  • Works directly with customers to assist in setup/break down and operation of electronic presentations via audio/video conference equipment
Required experience and skills:
  • Strong customer service skills with a Customer First attitude
  • Extensive skills and experience in desktop products including but not limited to Windows 7/10, SharePoint, Gmail, and MS Office 2010/2016
  • Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and wireless devices
  • Excellent research and investigative skills
  • Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking
  • Experience in working with help request tracking and reporting tools
  • Knowledge of IT concepts and trends and new technologies
  • Ability to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field
  • Ability to communicate effectively orally and in writing with individuals and groups