IT Windows Engineer

About Bell Techlogix

Bell Techlogix is a Certified Great Place to Work and recognized as a Diversity Employer. We strive to create an environment where our employees feel valued and supported.

Job Summary

The Deskside Support Engineer performs advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, and PCs. This role provides technical support to customers on operational and maintenance aspects of system equipment, serving as the primary customer contact. Additionally, this position trains other employees on the team.

Key Responsibilities

• Performs routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
• Provides Tier 3 level support; will provide Tier 1 and/or 2 level support as needed.
• Escalates problems and issues to a higher level of support as needed, including service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
• Processes timely and accurate information to ensure compliance with vendor warranty requirements.
• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.
• Adheres to client policies and procedures while maintaining the integrity of the customer's data.
• Maintains and updates work order tickets in client's ITSM tool.
• Coordinates across multiple departments/vendors to provide support.
• Represents Bell Techlogix in a professional and businesslike manner and communicates effectively with customers and associates.
• Interacts with the customer when responding to technical questions or requests for information.
• Supports the Team Lead and/or Supervisor with reporting and responsibility coverage.
• Trains other technicians.
• Maintains regular attendance.
• Other duties as assigned by management.

Requirements

We are looking for candidates who possess:

• A high school diploma or equivalent;
• A college degree in a related field (preferred);
• At least 5 years of technical or related experience (preferred);
• Relevant education may substitute technical experience;
• Proficiency in troubleshooting and repair of various manufacturers' laptops, desktops, printers, and peripherals;
• Working knowledge and hands-on experience supporting handheld devices and/or mobile devices;
• Working knowledge and understanding of client's hardware platforms;
• Working knowledge and understanding of client's software and user base;
• Working knowledge and understanding of AD and SCCM (or similar software);
• Proficient with various versions of Microsoft operating systems;
• Proficient with various versions of Microsoft Office Suites;
• Knowledge of industry quality standards;
• Original Equipment Manufacturer (OEM) certifications obtained to perform warranty repairs, as required;
• Client-required certifications, if needed;

Abilities and Skills

We seek candidates who exhibit:

• The ability to travel to Bell Techlogix or client site locations, including overnight stays on some occasions;
• Strong verbal and written communication skills;
• The ability to explain product material to a variety of audiences at all levels of the business;
• The ability to work independently and as a member of a team;
• Effective interpersonal skills;
• Attention to detail, excellent organizational skills, and solid customer service skills;
• A professional dress code and general appearance;

Physical, Mental Requirements, and Work Environment

This role requires:

• The ability to lift and carry at least 75 lbs.
• The ability to stand for long periods of time.
• The ability to walk for long distances.
• The ability to sit at a computer for long periods of time.
• The ability to work in a fast-paced environment.
• Manual dexterity to use a keyboard to input information.

Equipment Used

This role involves working with:

• A computer.
• A phone.
• A company vehicle, if provided.

Conditions of Employment

To be considered for this role, candidates must:

• Pass a pre-employment, post-offer background check and drug screen.
• Maintain required certification levels.
• Maintain a valid driver's license.
• Have a reliable vehicle and maintain proper insurance while employed.
• Maintain required security clearance, as needed.

Equal Opportunity Employer

Bell Techlogix is an Equal Opportunity Employer - Disability & Veteran. We also offer equal opportunity employment to individuals with disabilities and protected veterans.