Job Details

External Job Title: Customer Support Engineer II - Bossier

Overview

Why We Need Your Talents:

At Live!, we pride ourselves on our exceptional people. Our Team Members are the foundation of our success and the most valuable part of the Live! brand.

The Customer Support Team works directly with Live! Team members, providing world-class customer service and support. We are the "go-to" people for internal and external inquiries. Resolving customer issues is our top priority. This is an intermediate position that involves tasks related to repairing a variety of technology-based products typically used in an end-user computing environment.

As a Customer Support Engineer II, you are the first point of contact for all issues reported by both external and internal customers. This role requires technical and customer service skills to diagnose and resolve issues.

Responsibilities

• Create and update SOPs collaboratively with other Engineers.
• Perform basic to moderately complex troubleshooting and repair activities, including PCs, desktops, laptops, tablets, mobile phones, kiosks, and printers.
• Support VIP clients as needed.
• Respond to management requests such as installing new PC equipment, providing desk-side support, and related activities.
• Perform IMAC (Install, Move, Add, Change) activities.
• Conduct all assigned desk-side support activities.
• Maintain professional and technical service skills at all times.
• Meet customer service satisfaction levels and operational metrics as per guidelines.
• Communicate proactively with end-users and service desk staff regarding repair status and estimates.
• Follow all documented service policies and procedures.
• Perform other duties or obtain certifications as needed.

Skills to Help You Succeed

• Experience in providing professional IT support and strong problem-solving skills.
• Flexibility to support a 24/7/365 operation, including rotational after-hours support.
• Professional, positive attitude and self-confidence.
• Ability to work collaboratively within and outside the department.
• Adaptability to a fast-paced, high-growth environment with changing priorities.
• Strong research and business writing skills.
• Initiative and continuous improvement mindset.
• Excellent communication and customer service skills.
• Strong oral, written, and interpersonal skills.
• Ability to follow instructions and produce reports.
• Timely completion of projects within budget.
• Ability to work under time pressure.

Qualifications

Must-Haves:

• Technical certification or 1-3 years of relevant IT support experience.
• Maintain OEM Certifications as directed.
• A+ certification preferred.
• Knowledge of relevant hardware and software systems.
• Experience with Microsoft Technologies (Office 365, Windows 10, Server 2008/2010, Active Directory, SCCM, MDM) or VMware preferred.
• Understanding of ITIL support methodologies preferred.
• Experience with BMC Footprints or similar ticketing systems preferred.
• Additional customer-specific certifications or training may be required.
• Ability to work in an environment with alcohol and smoking.
• Must secure and maintain licensure as required by regulatory bodies.

Physical Requirements

• Sitting 25%
• Walking 50%
• Standing 25%
• Lifting up to 60 lbs., 60-100 lbs. with assistance
• Pulling, bending, keyboarding, stairs, and elevators use