About the job
Our client in the Financial Services industry is seeking a Level 2 Technical Support Engineer to join the team for a duration of 6-12 months, with the potential to be brought on permanently.
This role sits fully onsite in Stamford, CT and pays $35/hr – $40/hr
Job Description:
We are seeking a detail-oriented and customer-focused Helpdesk Support Engineer to join our IT team. This role is ideal for someone with strong technical troubleshooting skills, a passion for assisting users, and a commitment to resolving IT issues efficiently and professionally.
Key Responsibilities:
- Technical Support: Provide first-level assistance for software, hardware, network, and IT system issues, with an emphasis on the Microsoft Office environment (including Office 365). Address user inquiries via phone, email, or in-person, while accurately documenting actions in the helpdesk ticketing system.
- Problem Resolution: Diagnose and resolve technical problems, escalate complex issues when necessary, and perform root cause analysis to prevent recurring issues.
- User Account Management: Manage user access, reset passwords, and adjust permissions within IT systems, adhering to security protocols.
- Hardware and Software Setup: Install, configure, and maintain computers, software applications, printers, and peripherals. Coordinate hardware repairs or replacements as required.
- Documentation: Maintain detailed logs of support requests and resolutions. Update user guides, FAQs, and knowledge base resources for common issues.
- Proactive Maintenance: Identify potential technical issues and address them proactively. Perform routine maintenance and monitor IT infrastructure health.
- Customer Service: Build positive relationships with users by maintaining a friendly and professional demeanor and delivering excellent service.
- Collaboration: Partner with other IT teams to resolve complex issues and contribute feedback to improve systems and processes.
Qualifications:
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field preferred. Certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator are a plus.
- Experience: 1–3 years of experience in a helpdesk or technical support role. Familiarity with Microsoft Office 365, Zoom, and Slack is highly desirable.
- Technical Skills: Proficiency in Microsoft Windows environments, Office 365, basic networking, and IT support tools. Knowledge of ticketing systems (e.g., ServiceNow, JIRA) is an advantage.
- Soft Skills: Strong communication, customer service orientation, patience, and the ability to work under pressure. Excellent problem-solving skills.
- Availability: Flexibility to work shifts or be on-call for emergency support as needed.
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