Technical Support Engineer

New York, USA

As part of the Cellectis global team, the Technical Support Engineer provides software and hardware IT support services for employees. This includes installation, maintenance, updates, and support for company network and user devices including network equipment, computers, printers, lab equipment, manufacturing equipment, and other peripherals (Hardware and Software). This position will also provide Corporate Application Support for US Offices. The Technical Support Engineer provides high quality technical administration and support and increases client satisfaction. This position is based in our NYC Office.

Published on September 30, 2019

RESPONSIBILITIES:

  • Taking ownership of customer and network issues reported and seeing problems through to resolution.
  • Responsible for Corporate Application support for US Sites include applications like SAP, Office 365, NextCloud, etc.
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Provide customer support for data network users on PC applications, hardware, and software, from point of initial customer contact through problem resolution.
  • Use the Helpdesk system to document incoming telephone, voicemail, and email support calls.
  • Support and maintain PC's and peripherals, including installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment, while ensuring optimal workstation performance.
  • Access software updates, drivers, knowledge bases, frequently asked questions and resources on the Internet to aid in problem resolution.
  • Diagnose and resolve end user network and local printer problems, pc hardware, internet, email and local area network access issues.
  • Manage IT Devices in labs and manufacturing suites.
  • Manage AV, Mobile phone and regular phone devices.
  • Maintain and accurately track all IT assets.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.
  • Must work and interact effectively and professionally with and for others throughout various levels of the global organization.
  • Must maintain Cellectis Group quality and quantity standards.
  • Must maintain interaction with other support teams in the Group.

POSITION REQUIREMENTS:

  • Bachelor’s Degree in Information Technology or related technical program.
  • Minimum of four (4) years Technical and Application Support experience.
  • Experience with both Windows Desktop/Server, SQL Server, Strong Domain, Active Directory and Networking Skills.
  • Apple Products is required.
  • Experience with wireless networks.
  • Hands-on experience with Microsoft desktop, server operating systems and Application support.
  • Strong communication and documentation skills.
  • Ability to conduct research into a wide range of computing issues, as required.
  • Strong understanding of timelines, milestones, and deliverable due dates.
  • Analytical and problem-solving skills to resolve technical issues and recommend solutions.
  • Excellent interpersonal and communication (oral and written) skills to deal with users of varying levels of technology expertise.
  • Must be able to work various shifts, weekends, and holidays on an as needed basis.