Client Support Engineer

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BGSF is seeking a Client Support Engineer.

You will troubleshoot issues related to operating systems, applications, and a variety of hardware devices (desktops/laptops, phone systems, video conferencing and mobile devices). You will also journal your work in our ticketing system and contribute tour integrated knowledge base so others can benefit from your solutions. We’re looking for someone who is friendly, knowledgeable, and able to breakdown technical jargon into user-friendly language.

Because this role serves as the “Face of IT”, your ability to work collaboratively alongside other technology teams is important.

What you will be doing: End User Support

• Triaging and working incidents in the team queue, phone calls, emails, IM, and walk-ups through a resolution to allow associates to perform their job or collaborate with the proper team for assistance
• Performing all connect and disconnect functions of the equipment for issues such as user moves or relocations
• Modifying configurations, utilities, software default settings, etc. for local and remote workstations
• Providing audio visual assistance support and assist with meetings
• Supporting telecommunication needs, including desk phones, soft phones, mobile devices, and other related needs Communication and Focus on Service
• Drafting professional emails and other written materials to assist with user communication
• Securing technology assets; tagging and tracking technology assets Documentation
• Creating and maintaining documentation for all systems serviced by the Solution Center
• Maintaining accurate asset tracking information
• Identification of incident patterns or outages, and notification to the correct group

Technology in use (Experience with several of these preferred):

• Experience with SCCM
• Experience with O365
• Scripting
• 2-4 years of experience, experience in enterprise with 500+ users are preferred
• Office productivity applications, including Microsoft Office, Outlook, & Teams, Adobe, etc.
• Apple and Android mobile devices
• Dell laptop, desktops, monitors, and other peripherals
• General IP/Wifi network knowledge
• Basic network knowledge, including IP, DNS, DHCP, Routing, Switching, Wifi
• Intermediate knowledge of installing and uninstalling applications using GUI and command line
• Basic understanding of break fix troubleshooting Ingram specific applications, including internally developed and 3rd party applications
• Intermediate understanding of Active Directory, Azure AD & Exchange Online including managing users, groups, and computers
• A/V and Conference Room equipment
• Network and local printers
• Desk phones(Cisco) and headsets
• Strong verbal and written communication skills
• Effective interpersonal skills
• Experience working in a team-orientated, collaborative environment

Working Conditions:

• Ability to lift up to 50lbs on a regular basis
• Ability to crawl under desks or other tight spaces
• Need to be able to travel periodically
• Overtime is required on occasion to complete tasks
• Rotational On Call for after-hours support

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Contract

• Job function
  
  Information Technology
• Industries IT Services and IT Consulting

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