Position Purpose:

A Support Engineer is part of the PDS team providing high quality solutions to our customers to ensure their investment in technology is consistent with their business objectives by deploying, installing, upgrading, troubleshooting and servicing client hardware/software. The Field Support Team represents PDS on the front line of customer support.

The Support Engineer will ensure that our customers receive remote and on-site support, resolve all outstanding service issues within our committed response times escalate any issues as necessary and be responsible for overall customer satisfaction.

Reporting Relationships:

Reports To: Support Engineer, Team Lead

Peers: Support Engineers

Direct Reports: None

Essential Job Responsibilities:

• Perform product support activities involving installation, upgrading, repair, and preventative maintenance of PC components, printers and scanners.
• Diagnose and use the appropriate tools to troubleshoot basic PC components, printers and scanners.
• Be responsible for tracking, monitoring, and providing timely updates and complete documentation for open service incidents to insure service level standards are met.
• Responsible for client communication (both verbal and electronic) including scheduling, updating of status and communicating completion of service requests and incidents.

• 
  Engage and work with the Service Desk and System Engineering team to troubleshoot and resolve incidents when appropriate.

• 
  A professional, business-focused attitude and courteous manner towards clients, partners, and peers.
• Ability to work weekends and/or off hours as necessary to meet client’s needs.
• Attain appropriate product/vendor certifications to ensure continual growth in knowledge of equipment troubleshooting techniques and methodologies.
• Participate in regular staff meetings and communicate relevant information.
• Provide input to the development and / or enhancement of PDS tech support- and systems admin-related processes and tools.

The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.

Required Qualifications:

Education:

• A degree in an applied technology area such as Information Systems or Engineering is preferred. Equivalent training and experience may be substituted.

Certifications:

• Valid driver’s license required.
• Comp TIA A+ is required.
• MCP certification desirable.
• Server + required.
• MCSA certification desirable.
• Other vendor certifications highly desirable.
• Individuals with necessary experience but lacking the requisite credentials will be considered if judged to be able to obtain them within a reasonable timeframe.

Job Related Experience:

• Three to five years’ experience troubleshooting and supporting technology hardware products, including PC hardware/software, laptops, and printers.
• Three to five years’ application troubleshooting experience in Microsoft products and tools.
• Ability to troubleshoot PC hardware/software and printer problems.
• Ability to perform duties with a client-centric attitude. Clients come to us by choice; we have a personal responsibility to maintain our client’s loyalty and trust.
• Innovative, team-oriented problem solver.
• Ability to work independently without direct supervision.
• Ability to manage competing priorities in a fast-paced environment.
• Ability to provide detailed and complete documentation related to performance of duties.
• Ability to interact on a “face to face” basis with clients in a professional and courteous manner.
• Excellent verbal interpersonal negotiation, communication, and follow up skills.
• An aptitude and enthusiasm to effectively adapt to rapidly changing technology and provide technical assistance in delivering and supporting that technology.

Travel Required:

• 100% local travel

Physical Requirements:

• Must be able to lift 50 lbs. from the floor to chest level several times per day

Work Environment:

• All Facets/Types- healthcare, manufacturing, Education, Government