Wathifalibya.com

The IT Engineer will also provide technical support to customers. They will also provide diagnosing and troubleshooting complex hardware and software issues with their customers or internal hardware and software. The candidate will respond in a very professional manner to isolate and/or fix problems in malfunctioning equipment or software. The role will report design, reliability and maintenance problems or bugs to management and suppliers. As the internal point of contact for customer advocacy, the role will be critical in determining schedules for bug fixes, relaying field input back into the sales organization, as well as managing customer relationships. This position is part of a team that is required to provide escalated, off-hour support to key customers. As such, the candidate must be willing to respond to off-hour escalations during assigned/scheduled time periods.

Primary Responsibilities:

• Will perform after sales installations, maintenance & support
• Post-sales product support for internal and external customers
• Customer-focused
• Strong verbal and written communications
• Assist with technical details for trade shows and other events
• Working with other engineers as a team for the good of the company
• Prepare and submit customer visit reports and any monthly, quarterly or annual reports as required by Technical Support Managers
• Will follow Call Center procedures and follow up by making scheduled and unscheduled visits to customers to make sure systems are running as required.
• To learn about the operation and maintenance of equipment or software as new products are added to the company’s line of products through on-line training or facto face courses provided by Xerox.
• To stay proficient in the maintenance of the company’s products
• Will be required to travel

Required Knowledge & Qualifications Essential:

• 2+ years experience as a service engineer
• 2+ years experience in the computer industry
• In depth knowledge of personal computers and servers.
• Have a good knowledge of electronics, electro-mechanics and mechanics
• In depth knowledge of computer network hardware and software
• In depth knowledge of operating systems and other application programs
• Ability to troubleshoot problems down to board level
• Must be able to configure computers and servers.
• Experience working with diagnostic tools as well as all hand tools
• Ability to setup and configure equipment to customer environments
• Ability to work collaboratively within a team environment
• Must be able to work on complex problems where analysis of situations or data requires an in-depth evaluation of various factors
• Experienced in diagnosing and troubleshooting many different types of machines
• Must have a valid driver’s license
• Must have excellent communication skills both written and verbal
• Must be able to read, write and speak English
• Must maintain certifications Desirables
• Knowledge of a variety of printers, scanners and storage systems
• Knowledge of structured cabling industrial standards
• Be able to use computer applications programs including Excel, Word, PowerPoint and Outlook.

Education and Certification Requirements:

• Bachelors degree in Engineering/ or 3 years relevant experience
• Microsoft Certified as Microsoft Certified Professional (MCP) desirable, but Microsoft Certified Systems Engineer (MCSE) preferred
• Other Microsoft Certifications considered a plus