Job Description

The Senior Technical Support Engineer will provide enterprise-level assistance to end users and providing a positive customer support experience. This role will diagnose, test and troubleshoot software and hardware problems as well as install applications and programs in a Microsoft and Apple environment. The responsibilities include resolving complex network issues, configure operating systems, network cabling, WAP installs, laptop imaging and upgrades, as well as be adept using remote tools to provide technical support to employees and contractors. You will use email and chat applications to provide end users with quick answers to IT issues and communicate progress of delays in resolution. For more complex problems that require nuanced instruction, you will contact clients in person, via phone and/or provide clear, written instructions.

Job Duties

• Take ownership of end user issues reported and seeing problems through to resolution within the internal SLA time allowance.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal and external resources.
• Research and identify solutions to software and hardware issues.
• Computer imaging and upgrading.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, engineers, vendors)
• Provide prompt and accurate feedback to customers.
• Ensure all issues are properly logged in the Inspirato ticket tracking system.
• Prioritize and manage several open issues simultaneously.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the IT FAQ and ticketing system.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Provide support for print server and printer related issues.
• Configure, support, troubleshoot and install WIFI including access points.

Requirements

• Hands-on experience with Windows/Mac OS and O365 environments is a must have.
• Good understanding and hands on experience of computer systems, and mobile devices that use MDM software such as (Microsoft InTune).
• Excellent problem-solving and communication skills.
• Hands on TCP/IP knowledge and theory including subnetting and configuration.
• PowerShell Scripting.
• Identifies, troubleshoots, resolves, and documents complex issues while maintaining customer satisfaction.
• Installs, supports, configures, evaluates, maintains, monitors and analyzes systems and software in a client network environment.
• Leads high priority tickets involving server or network troubleshooting, hardware repairs, disaster recovery, or other critical requests escalated for assistance.
• Utilizes remote monitoring and management software to resolve client requests.
• Document, review and improve existing or new technical procedures and knowledge management.
• Responds to client support request tickets, calls and emails, assign ticket severity, update service work notes, and prioritize work to resolve complex support client issues.
• Establishes a high level of personal credibility and builds strong professional working relationships with client and their staff.
• Acts as an escalation point providing leadership to other support staff regarding tickets needing assistance, planning, or technical work to ensure proper resolution.
• Collaborates and work with other Inspirato and vendor support resources to resolve requests.
• Participates in ongoing personal training and attainment of applicable technical certifications.
• Performs duties as Support Specialist as needed in department.
• Providing updates, status, and completion information to management.

Qualifications

Education

• Bachelor’s Degree in Computer Science or related field.
• Two years’ experience may be substituted for each year of education.

Experience

• 5 years of experience, or equivalent relevant work experience.
• Must have excellent verbal and written communication skills.
• Performs more complex aspects of function; receives guidance/supervision on new assignments but normally works independently on mastered tasks.

Special Knowledge/Skills

• Working knowledge of MS SQL and various Windows Systems.
• Working knowledge of LAN and WAN network design and installation.
• Expert working knowledge of Windows 7/8/10.
• Expert knowledge of all desktop hardware, software, and applications.

• Working PowerShell experience.
• Experience with Windows Server 2008/2012/2016 environments.
• Virtual server management with Hyper-V and VMware.
• Office 365 Management.

 *After hours work and on-call rotation required*