Job Description :
IT Support Engineer | Irvine, CA | Client: Dish Network | Rate: $35/hr.
The IT Support Engineer will work as a member of the internal customer support team in IT Operations. The primary responsibility of this role will be to resolve end user computing issues for internal DISH customers. They will leverage ServiceNow and SCCM to provide support and solutions at our field offices. As part of a tier-two support team they will be providing support for Windows computers, tablets, and mobile devices such as Android phones and iPhone. They will also assist with telephony, video conferencing, and various TV and consumer electronics technologies.
Primary responsibilities include:
Resolve internal customer tickets in ServiceNow in a timely fashion while providing excellent customer service
Troubleshoot and resolve issues with Dish-issued computers and mobile devices
Image, configure and deploy end user computing equipment to users
Provide a complete resolution to any issues beyond the scope of this role by collaborating with other teams
Install approved software based on tickets in the queue
Network, Wi-Fi and printer/plotter troubleshooting
Manage and maintain VOIP telephone systems
Order equipment through the internal requisition process, maintain current equipment and follow hardware asset management processes. Keep all IT areas clean and organized
Serve as the main point of contact during system outages
Create tickets in ServiceNow for ad hoc work performed for end users
Draft knowledge base entries to ensure consistency of support across IT operations teams
Perform various other duties depending on circumstances as needed
Skills, Experience and Requirements
A successful IT Support Engineer will have the following qualifications:
Required Skills
3+ years of relevant experience OR Bachelor’s degree +1 year relevant work experience
Strong customer service skills including follow through and follow-up
Curiosity and a desire to solve problems correctly the first time
Ability to manage, track and prioritize multiple tasks and projects
Willingness to share knowledge and expertise with teammates
Attention to detail and willingness to go the extra mile
History of exceeding ticket closure goals
Proven ability to document customer contacts, troubleshooting steps, current status and resolutions in tickets
Strong Windows support experience
A positive and proactive attitude toward finding solutions, meeting commitments, and assisting others
High energy
Motivated
Effective listener
Great communication skills (people person)
Be able to think on your feet and react quickly
Thrive in a fast paced and high pressure environment
Team player who works well with others
Working Conditions
The physical demands described here are representative of those that an employee may encounter and are listed to show what may be necessary to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Frequent use of hands, sit and/or stand continuously for extended periods of time, reach with hands and arms, bend, move, or crawl into small spaces
Frequently lift up to 50lbs.
Travel requirements
Moderate travel required including driving or flying to sites and meetings up to 25%.
Preferred skills
Experience administrating objects Active Directory Domain environment
Experience with Cisco Unified Communications
Experience with Microsoft SCCM
Certifications in Cat5/6 or fiber optics installations are preferred but does not need to be current
Technical documentation abilities
Experience researching logs to determine the root cause of failed installations
Experience supporting OS X in an enterprise environment