Technical Support Engineer

Vaco partners with clients on critical projects and strategic talent acquisitions in the areas of finance, accounting, technology, healthcare, general administration and more.

• Assists in technical support operations including, but not limited to, telephone support, diagnosing problems, and completing regularly scheduled activities
• Troubleshoots, diagnoses and identifies failing/failed components through use of testing procedures, instruments and diagnostic software
• Identifies, researches, and resolves escalated technical problems and offers support to service providers
• Performs extensive research on problems escalated by Level I Analyst
• Tracks, monitors, and follow-up on reported problems to insure a timely resolution
• Logs resolutions into problem management system and communicates status to appropriate IT staff and system users
• Reviews all resolutions to determine which should be added to the problem management system knowledge
• Develops and provides expert technical training and coaching, and mentors other Analysts
• Provides accurate and creative solutions to customer problems to ensure customer productivity
• Acquires and maintains in-depth knowledge of relevant hardware and software used throughout the company
• Demonstrates excellent oral and written communication skills; communicates effectively with various contacts (internal and external).
• Attends training to remain current on industry trends
• Participates in company meetings, webinars and conference calls
• Performs other duties and/or special projects as assigned in response to changing business conditions and/or requirements

Desired Qualifications

• Must possess approximately three (3) to four (4) years of any combination of experience and/or education that demonstrates a commanding knowledge of IT Technical Support
• BA/BS Degree preferred
• Comp TIA A+ Certification and MCSE Certification preferred
• Must have knowledge of MS DOS, MS Windows XP, Vista & Windows 7
• Must have excellent diagnostic and troubleshooting skills
• Must have advanced understanding of networks and telecommunications
• Must have attention to detail and problem-solving skills
• Must have strong communication skills (both written and oral)
• Must display strong analytical and organizational skills and have the ability to identify and implement process improvement strategies with positive business results
• Must have strong work ethics and a high level of confidentiality to ensure proper handling of sensitive information

Professional Environment

• Corporate Office fast paced, high volume of activity and a deadline driven environment
• Sitting for extended periods of time, using telephone, typing and/or operating a computer and/or mouse
• Travels as needed approximately ten (10) %