Deskside Support Engineer

About the position

The Deskside Support Engineer at Bell Techlogix is responsible for providing advanced technical support, repair, and installation of computer products, including hardware and software. This role serves as a primary contact for customers, ensuring high levels of satisfaction through effective troubleshooting and problem resolution. The engineer will also train other team members and coordinate with various departments to deliver comprehensive support.

Responsibilities

• Perform routine and advanced computer hardware and software installations, maintenance tasks, troubleshooting, and repairs of computer systems and peripheral equipment.
• Provide Tier 3 level support, and Tier 1 and/or 2 level support as needed.
• Escalate problems and issues to higher levels of support when necessary.
• Process timely and accurate information to ensure compliance with vendor warranty requirements.
• Maintain high levels of customer satisfaction by resolving all tangible problems and concerns.
• Adhere to client policies and procedures while maintaining the integrity of customer data.
• Maintain and update work order tickets in the client's ITSM tool.
• Coordinate across multiple departments/vendors to provide support.
• Represent Bell Techlogix professionally and communicate effectively with customers and associates.
• Interact with customers to respond to technical questions or requests for information.
• Support the Team Lead and/or Supervisor with reporting and responsibility coverage.
• Train other technicians.
• Maintain regular attendance.
• Perform other duties as assigned by management.

Requirements

• High school diploma or equivalent; college degree in a related field preferred.
• At least 5 years of technical or related experience preferred, with relevant education substituting for experience.
• Proficient in troubleshooting and repairing various manufacturers' laptops, desktops, printers, and peripherals.
• Working knowledge and hands-on experience supporting handheld and/or mobile devices.
• Understanding of client's hardware platforms and software.
• Knowledge of Active Directory (AD) and System Center Configuration Manager (SCCM) or similar software.
• Proficient with various versions of Microsoft operating systems and Microsoft Office Suites.
• Knowledge of industry quality standards.
• OEM certifications for warranty repairs as required.

Nice-to-haves

• Client-required certifications, if needed.

Benefits

• Training and development programs for career advancement.
• Inclusive and collaborative workplace culture.