Job Detail

Technical Support Engineer

Technical Support Engineer

Insight Global

Garden City, ID

Job ID : 374f2f7156306c366b414a312f64693648413d3d

Job Description :

JOB DESCRIPTION

A client in the Boise area is looking for a Technical Support engineer to join the team. This individual will be providing engineering remote support diagnoses for Indigo Digital presses for external and internal customers. This individual should be self-motivated and will create and maintain effective customer relationships to ensure customer satisfaction. He/She will do this by providing firsthand resolution to technical highly complex in nature malfunctions, should maintain knowledge of leading-edge technologies, and actively contribute to the client's technical knowledge portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer engagement.

MINIMUM REQUIREMENTS

Responsibilities:
  • Strong analytical and remote troubleshooting skills: solid diagnosis skills with the ability to remotely collect and
manage information.
  • Remote resolve technical issues logged by the customers or proactive notification systems (Predictive) which
includes product features, specifications, parts info and compatibility, maintenance routines, educational programs,
and technical aspects in general.
  • Responsible for implementing part or all the technical solution to the end user, in accordance with an agreed
technical design and following the Remote Technical Support processes.
  • Document case history and interactions with customers in HP's Indigo Service Center (Issue, Customer Inputs,
Data gathered, Troubleshooting performed, Diagnostic, Parts Dispatched, Contacts / Follow-ups with customers,
etc.) Ensure proper handover to the field if needed. Prepare FSE prior to the visit, updating case notes and systems
with all troubleshooting steps performed.
  • Integration between different departments in the company to provide End to End professional complete solutions
to the customers - customer service oriented!
  • Trigger an onsite interaction (field dispatch) if the issue cannot be fixed remotely. Proper diagnosis and parts
identification are key to ensuring proper handover to the FSE (Field Support Engineer).
  • Main Metrics to measure Remote Support Engineer contributions are Customer Satisfaction, Diagnostic Accuracy,
Dispatch Rate, and Efficiency.
  • Provide ongoing ideas on improvement in the field of remote Engineering.
  • Provide after-hours support based on entitlement (team rotation)
  • Team player - collaboration, ONE TEAM ONE GOAL approach

Qualifications & Skills:
  • High School Diploma, College Degree in a technical field - preferred
  • Excellent verbal and written communication skills to interact with customers and internally.
  • Experience in a customer-facing role (onsite support, remote support or similar) - Preferred.
  • Demonstrates the use of consulting skills including: questioning, listening, development of ideas Advanced
Software and hardware knowledge of computing.
  • Ability to understand & analyze an issue or problem to develop & implement a corrective action plan.
  • Able to communicate with internal management confidently and demonstrate the professionalism of the job
family.
  • Ability to perform while under high-pressure situations.
  • Understanding customer needs and setting the right priorities for each case.
  • Owns and produces customer documentation. Ability to translate technical details into concise and easy-to-follow
steps.

Plusses:
  • Preferred: Minimum three (3) years of customer service: Remote, Onsite, Training
  • Strong Technical HP Indigo knowledge - highly preferred

DESIRED SKILLS

Company Details :

Name : Insight Global

CEO : Bert Bean

Headquarter : Atlanta, GA

Revenue : $25 to $100 million (USD)

Size : 1001 to 5000 Employees

Type : Company - Private

Primary Industry : HR Consulting

Sector Name : Human Resources & Staffing

Year Founded : 2001

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Details

: Garden City, ID

: 55564 - 84521 USD ANNUAL

: Today

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