Technical Support Engineer I

Location: Pittsburgh, PA

Job Type: Contract to Hire

Provides post implementation technical support via telephone to clients and our internal staff to ensure that incidents and problems are accurately resolved in a prompt and courteous manner.

Responsibilities:

  • Responds to incoming calls from clients, and manages call issues in an ACD environment according to departmental guidelines and policies to ensure prompt and courteous service.
  • Collaborates with peers, senior TSEs, management, other internal departments, and clients to troubleshoot, provide workarounds, and solutions to internal and external clients in a timely manner.
  • Escalates cases based on departmental guidelines.
  • Submit software defects and enhancements as per departmental guidelines to ensure software design changes are properly documented and prioritized
  • Perform application testing to ensure software functionality meets agreed upon specifications.

Education & Experience:

  • Bachelors in Computer Science, Software Engineer, MCSE or related is preferred
  • Associates in Computer Science, Software Engineer, MCSE or related is required
  • Licenses and Certifications: A+, Network+, Microsoft is preferred
  • Experience providing external end user application or desktop support.
  • Experience supporting Microsoft SQL server.
  • Experience supporting Microsoft server.
  • Experience providing external IT support.
  • Excellent interpersonal and client support skills
  • Excellent communication skills both written and oral
  • Excellent problem-solving and troubleshooting skills
  • Working knowledge of Microsoft SQL Server Software
  • Working knowledge of remote access software such as RDP, Cisco VPN, Bomgar, etc.
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