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Associate Technical Support Engineer Temporary

Associate Technical Support Engineer

The Associate Engineer position is responsible for the triaging, basic troubleshooting, part ordering, and escalation of customer inquiries as appropriate. The Technical Assistance Center provides technical support on a 24/7/365 basis. The role will provide technical support for Omnicell products installed throughout the customer base. The role will support calls via phone, e-mail, direct consultation and must assure prompt, courteous and professional service to our customers by effective communication, timely follow-up, technical expertise and adherence to department policies and standards.

Responsibilities:

  • Utilizes superior customer service skills to address all client requests for support in an efficient, courteous, and professional manner, and escalate when necessary
  • Remain consistent with communication to clients until issues are resolved
  • Provide accurate and timely detailed logging of problems and resolution for problems in the problem management database
  • Courteously obtain and convey concise problem information for external and internal service personnel
  • Escalate problems as appropriate following service desk procedures
  • Act as a liaison between customers and internal support staff to assure accurate problem interpretation
  • Maintain in-depth knowledge of service desk supported products and services
  • Maintain communications with customers during the problem resolution process as appropriate

Required Knowledge and Skills:

  • Knowledge of Windows OS (Windows7, Win8, Server 2008, 2010)
  • Basic understanding of Networking
  • Basic understanding of Workgroups, Domains
  • Competent in use of Microsoft Office applications (Word, Excel, etc.)
  • Fluent in the English language
  • Excellently demonstrated verbal and written communication skills
  • Strongly demonstrated organizational skills
  • Ability to multi-task
  • Ability to maintain calm, professional demeanor when under pressure
  • Ability to learn and retain knowledge

Basic Qualifications:

  • Associate s degree
  • Experience working with computer hardware troubleshooting

Preferred Qualifications:

  • Basic knowledge of SQL, SQL Configuration Manager and Query statements
  • MSCE Certification
  • Fluent in French
  • Network certified technician
  • Experience in a technical support position over the phone
  • Knowledge of computer hardware peripherals (Installation and Setup): Printers, Monitors, network printers, scanners, keyboards, input devices
  • Basic Typing Skills

Work Conditions

  • Office Environment
  • Occasional work-from-home (requires functional, quiet environment)
  • Will require weekend shifts and shift rotations to meet business needs


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