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Customer Engineer 5 -High Cost
Ref No.: 16-04870
Location: Redmond, Washington
Start Date / End Date: 07/26/2016 to 07/25/2017
 MUST LIST PRE SCREEN Q&A ON RESUME:
Some pre-screen questions (lack or partial experience will not necessarily disqualify the candidate, but will help us during the interview):
  •   Do you have experience with (must be more than a simple YES or NO). If he/she DOES have experience, we need an example listed or year's experience, last year used, etc. ALSO, do NOT email the questions to your candidate; you need to schedule a call and write down their responses):
    •    Windows 10
    •    Office 2016
    •    MS Cloud
    •    Outlook/Exchange
  •   Do you experience supporting users in a domain/corp. environment?
  •   Do you have experience replacing hardware components on laptops?
 End Client: Microsoft

Support is standard DSS support.
The Role:
Support customer sites in the Puget Sound to provide services including installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems.  Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.  Takes responsibility for potential or desired follow-up services or problem escalation.
The General Duties:
* General hardware break/fix of laptops, desktops, printers, network devices
* Troubleshooting and repair of hardware and software issues to maintain business continuity
* Diagnose, troubleshoot and repair peripheral equipment and  handhelds 
* New HW upgrades; Moves, adds, changes in a laptop and desktop environment; 
* Optimizing HW/SW/Networking product and configurations as scripted ensuring customer satisfaction.
Role Requirements:
2 or more years in a technical field support, help desk and/or desk side support role
Must have GED or High School Diploma.
Drug Screen is required for position.
Remedy or client helpful
A+ Certification required

OEM certifications (Dell, Client, Toshiba, Lenovo.) other certifications and/or training as requested.
Responsibilities include: Install and implement connectivity and high-end systems products. Participate in the configuration and support of internal systems. Perform repair and parts replacement on desktops/laptops/tablets. Complete helpdesk training course and 4 major OEM platform certifications (Dell, Client, Toshiba, and Lenovo) within 30 days of hiring.
Monitor and document daily service activity. Demonstrate excellent customer service and customer interaction (via phone, e-mail and face to face). In this position, you will manage continuous improvement of service delivery, your schedule (demonstrate excellent time management) and your interaction with other departments. You will need to attain working knowledge of both routers and switches in local area networks and wide area networks.  You must have a clear understanding of active directory utilizing group policies and SMS. You must be proficient with Microsoft applications, Windows 7 and Server 2008.
You should have positive, constructive attitude and the ability to work both independently and in team environment. 
Working schedule M-F 8 hours shifts between 7:00AM – 6:00PM.