We are seeking a highly motivated and experienced Desktop Support Engineer to join our team in Houston. The ideal candidate will solve a variety of technical issues for our clients and will have strong technical skills in both software and hardware, effective communication skills and a commitment to providing excellent customer service.
As Desktop Support Engineer you will work across a broad range of technologies and liaise with multiple areas of the business to support incidents, problems and requests. You’ll be responsible for answering IT requests via phone, email, live chat or instant message and will explain solutions in technical and non-technical terms, so it’s important you are comfortable interacting with users and that you excel at customer service and communication.
Provide technical support for desktop computers, laptops and related software and hardware working with call logging tools to track and maintain call status
Assist users with the installation of applications and computer peripherals
Troubleshoot hardware and software issues (in person and remotely) and provide solutions to end users
Diagnose and troubleshoot technical issues, including account setup and network configuration
Provide training and support to end-users on various software applications
Install, configure and maintain desktop operating systems and applications
Escalate unresolved issues to appropriate internal teams
Follow up with users to ensure their systems are functional
Report customer feedback and potential product requests
Help create manuals and technical documentation
Ensure that work is carried out within agreed service levels and in accordance with client guidelines
Prioritize and manage workload
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Hands-on experience with Windows/Linux/Mac OS environments
Working knowledge of office automation products and computer peripherals, like printers and scanners
Good understanding of computer systems, mobile devices and other tech products
Knowledge of network security practices and anti-virus programs
Ability to diagnose and troubleshoot basic technical issues
Ability to perform remote troubleshooting and provide clear instructions
Familiarity with remote desktop applications and help desk software (eg. Zendesk)
Excellent problem-solving and multitasking skills
Excellent communication skills and a customer-oriented attitude
Ability to provide step-by-step technical help, both written and verbal
BSc in Computer Science or relevant field
This position is in a location that does not offer relocation. Candidates must live in the immediate area or relocate at their own expense.
Applicants for employment in the US must have work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the United States.