Job Description :
Senior Technical Support
Location: Austin, TX
Duration: 12+ Months

Skills Required:
10 years Install and maintain hardware and/or software for desktop systems
10 years Troubleshoot computer, printer, and plotter problems
10 years Provide professional technical customer service to users.
10 years Answering technical support calls
10 years Perform troubleshooting for network switches and wiring
10 years Schedule, document, and close work order via support software
10 years Perform Advanced System administration duties, e.g. adding user accounts, group policy management, packaging and deploying software. Preferred
5 years Track and monitor company technology asset inventory. Preferred
1 year Perform other duties as assigned. Preferred

Duties & Responsibilities:
Provides assistance in the design, development, and maintenance of various system applications. Installs, maintains, moves, and assists in testing and upgrading new and existing hardware and software.
Maintains the necessary security controls over software.
May develop and make presentations for training sessions.
Prepares briefings, reports, and evaluations on systems efficiency and utilization.
May write and update personal computer and mainframe application programs.
The client’s Edge Device Team is an agile department moving from a break fix environment to a managed desktop infrastructure by implementing standardized desktops, along with a feasible hardware/software lifecycle.
There may be varying work schedules to cover the hours of operation (6AM-6PM
Technical Support
Provide end-to-end coordination of outages
Gather/verify caller contact information
Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc.
Triage and troubleshoot customer calls; Escalation point as Tier 2/3 Support
Design, implement, and support Microsoft SCCM
Perform enterprise desktop installations and updates via managed services
Perform call-backs within target-response-times
Provide support of Microsoft desktop suite of applications (such as Office, IE, etc
Monitor Service Desk queues
Update/escalate tickets as appropriate
Monitor systems for problems/alerts
Systems Administration
Perform systems/accounts administration within target-response-times
Assist with conference room Exchange calendars
Documentation - systems and processes
Document, test, and publish processes/procedures
Participate in developing and testing knowledge management content (knowledgebase)
Assist TCC resources with knowledge management activities
Training & Development
Attend product training as deemed appropriate
Achieve technical certifications as determined by IT management
Maintain awareness of AE IT quality programs and standards.