Job Description
Job Description
Japanese IT company seeks an IT Support Engineer(T3) - New York, NY.
General Position Summary
This position is stationed at the client’s site. However, might be assigned for Telecommuting as Hybrid, depends on the client’s needs. Responsibilities include providing technical support on system administration timely manner.
- Job functions may differ depending on client’s requirement.
Essential Job Functions
Serves as the first point of contact for end users seeking technical assistance over the phone, email or instant message, or walk-ins.Troubleshoots, diagnoses, and resolves technical system, hardware and / or software issues.Provides efficient and appropriate resolution and excellent customer service.Escalates unsolved complex issues to appropriate personnel in timely manner.Provides Tier 1 - 3 support for technical issues.Maintains records of technical issues inquired, provided resolutions and time spent to solve issues.Provides feedback received from end users to the superior.Identifies and suggests possible improvements on procedures.Keeps track of loaner laptops, mobile wifi, and other loaner devises.Maintains professional and good-natured relationship with end users.Miscellaneous
Performs, collects and updates necessary documentation, filing and listing.Maintains high ethical standards in the workplace.Reports all irregular issues and problems to manager(s) and works to resolve those issues.Complies with all company and client’s policies and procedures.Performs special projects and other miscellaneous duties as assigned by superior.Job Dimensions (skills, abilities & personal traits)
Analysis
Customer Service
Flexibility / Adaptability
Listening & Understanding
Multitasking
Problem-Solving
Relationship Building
Research
Time Management
Information Technology Functional Specialist
Interpersonal & Communication Skills
English language fluency in reading, writing and speaking
Job Requirements
EDUCATION
High school diploma or general education degree (GED); or equivalent combination of education and experience. Associate’s or bachelor’s degree in Computer Science, Information Science or related field, preferred.EXPERIENCE
More than Three-year experience of IT technical support, helpdesk or similar position.TOOLS & EQUIPMENT
General office equipment including phones, fax, copier, scanner, personal computer, calculator, etc.Software includes the use of Windows operating system and MS Office applications.Active Directory, VMWare and / or Remote Desktop, preferred.MANAGERIAL RESPONSIBILITY
TRAVEL
PHYSICAL & ENVIRONMENTAL
Work Environment : Work is performed in an office environment with moderate noise level.Lifting : Must be able to occasionally lift and / or move more than 10 pounds.Eyesight / Vision : Requires vision abilities such as close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.Physical : Employee is required to frequently or occasionally sit, stand, walk, crawl, use hands and fingers and reach with hands and arms.
