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Cincinnati, Ohio - USD Full Time Posted: Wednesday, 15 May 2019
Position Summary The Technical Support Engineer will provide enterprise-level assistance to Claritas internal associates. The Technical Support Engineer will diagnose and troubleshoot software and hardware problems and help Claritas associates install hardware, applications and programs. This position will require flexible hours to support multiple US time zones. Primary Responsibilities
  • Serve as the first point of contact for internal users seeking technical assistance over the phone or email
  • Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support
  • Use email and chat applications to give clients quick answers to simple IT issues; for more complex issues that require nuanced instruction, contact associates via phone and/or provide clear, written instructions and technical manuals
  • Display strong technical knowledge and be able to communicate effectively to understand the problem and explain its solution; walk the associate through the problem-solving process
  • Maintain accurate records and documentation on solutions; record events and issues and their resolution in ITSM tools; identify and suggest possible improvements on procedures
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
  • Direct unresolved issues to the next level of IT support personnel; pass along feedback or suggestions by internal users to the appropriate internal team
  • Good understanding of computer systems, mobile devices and other tech products
  • Follow up and update internal user stats and information

Cincinnati, Ohio, United States of America
5/15/2019 5:58:57 PM

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