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Job Information
Job title

Support Engineer.Client Support -

Company At-Tech
Wage between $0.00 - $0.00 Hourly
Location United States, Pennsylvania, Malvern
Employment type 9+ Month Contract
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 6/18/2009
Description
JOB TITLE: Support Engineer.Client Support
Job Description Page 1
January 2008
Job Family: Professional Services Job Code: SUPENG
Job Function: Client Support FLSA Classification: Exempt
Reports To: Manager Grade: 10S
POSITION PROFILE
The Support Engineer is responsible for responding to calls to the Client Services Desk and providing
contracted customers with effective hardware and software support. The primary focus is customer
service with the ability to help, regardless of whether the problem is technical, user error, or training.
Responsibilities include escalating any customer requests or issues that may impact customer
satisfaction or the achievement of contractual Service Level Agreements to the attention of Senior
Support Engineers, Client Service Desk Team Leader, or IKON business partner. Ensures proper
documentation and customer satisfaction utilizing know of company products, processes and internal
resources. Researches and tests reoccurring issues on assigned products, creating any needed
documentation (i.e. change requests, field bulletins, or procedures) for approval.
JOB DUTIES AND RESPONSIBILITIES
Responds to end user calls as a first line of technical support, gathering information to resolve
the issues, and assisting or providing others in the resolution of the problem in a timely, accurate,
and professional manner.
Evaluates the callers issue and then gives assistance utilizing the appropriate support
information and documentation. If the call cannot be resolved within the SLA timeframe, the
Support Engineer is responsible for escalating the call to Level 2 support.
1Identify problems and perform basic trouble-shooting on all IKON support Enabler products.
1Maintains the required level of current product knowledge through company provided training and
initiative.
Acquire and maintain knowledge base of current technologies.
Develops new alternatives to solve problems.
1Responsible for servicing and safekeeping of assigned company property.
1Completes all required administrative tasks in an accurate and timely manner.
1Performs as a positive and contributing team member.
1Work assignments are diversified. Examples of past precedent are used to resolve work
problems. New alternatives are encouraged to be developed to resolve problems.
1Under supervision of Team Lead or Manager follows company and departmental policies,
procedures and guidelines.
1Maintains immediate office area to company standards.
Maintains hard and electronic documentation on Enabler products and hardware.
1Performs other duties as assigned.
QUALIFICATIONS (Education, Experience and Certifications)
1High school diploma required; Secondary school degree preferred.
Requires 2 years of experience as a Senior Support Analyst or equivalent support experience with
related Enabler products and/or equipment Performs self-study and works toward obtaining
certifications.
Requires 2 years of experience as Associate Systems & Technical Support Representative or
JOB TITLE: Support Engineer.Client Support
Job Description Page 2
January 2008
equivalent support experience with related equipment.
Requires experience in the support of sales and service technical personnel, and the ability to
communicate effectively to those persons.
Network specific certification (CNA, CNE, and CCNE) highly desirable.
Three years SA/SE field experience a plus.
1Comprehends the features and functions associated with IKON approved enablers and printing
devices.
Ability to work under pressure
KNOWLEDGE, SKILLS AND ABILITIES
Strong communication skills
1Independent thinking with the ability to work well under pressure.
1Must have experience troubleshooting network connectivity problems, and be familiar with
common troubleshooting tools (ping, traceroute, nslookup, ipconfig, winipcfg, etc.)
1 Possesses advanced methodical approach skills in resolving problems.
Posdf-tc

Experience/Skills


Other desired skills:

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