Help Desk Engineer - Tustin, CA - HIKINEX

We are looking for a Help Desk Engineer to join our team and provide efficient technical assistance to our customers. As a Help Desk Engineer, you will be the first point of contact for customers seeking technical support, whether it's over the phone, through email, or in person. You will diagnose and resolve basic technical issues, assist with system maintenance, and provide guidance on IT products and services. This role reports to the IT Service Desk Manager, and we are seeking an individual with strong technical knowledge and excellent communication skills.

Essential Duties and Responsibilities:

• Serve as the initial point of contact for customers seeking technical assistance.
• Perform remote troubleshooting using diagnostic techniques and effective questioning to determine the nature of the issue.
• Determine the best solution based on customer-provided information and guide customers through the problem-solving process.
• Escalate unresolved issues to the appropriate support personnel when necessary.
• Provide accurate information about IT products and services to customers.
• Record and maintain logs of events, problems, and their resolutions.
• Follow up with customers to update them on the status of their issues and gather feedback.
• Relay customer feedback and suggestions to the relevant internal teams.
• Identify and suggest possible improvements to procedures.
• Perform Mac and PC troubleshooting, cloud application administration, and license and inventory tracking.
• Assist with system patching, software rollouts, and general maintenance.
• Assist with network cable patching and desk phone deployments.
• Assist with AV setup for meetings and conferences.

Required Qualifications:

• Proven experience as a help desk technician or in a similar customer support role.
• Proficient with office automation products, databases, and remote control tools.
• A good understanding of computer systems, mobile devices, and other tech products.
• Experience with employee onboarding, account provisioning, and license management through Office 365 and MS Active Directory.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills, both written and verbal.
• A customer-oriented and cool-tempered approach to providing support.

Education Requirements:

• Sc/BA in IT, Computer Science, or a relevant field.

Desired Certifications:

• MS-900 or MS-100.
• CompTIA A+, Net+, Sec+.