{"schemaVersion":"jobsearcher.job.v1","id":"92a9ada7aa101af22f2c9b84","url":"https://jobsearcher.com/jobs/92a9ada7aa101af22f2c9b84","canonicalUrl":"https://jobsearcher.com/jobs/92a9ada7aa101af22f2c9b84","title":"Technical Support Engineer I","description":"Job Summary:\n\nThe Technical Support Engineer I role is responsible for delivering quality customer service to the Firm by providing accurate technical assistance in the resolution of incidents via phone and ticketing system. In this role, the Technical Support Engineer I is charged with participation in the Incident Management process and continual process improvement working with senior members of the team to make improvement recommendations. Additionally, the Technical Support Engineer I must maintain up to date knowledge of current systems and hardware to ensure correct and consistent application of firm-wide policies and procedures. An alternative work schedule, on-call work and weekends are occasionally required. Moderate amount of travel may be required related to projects, training or support for several days at a time.\n\nJob Duties:\n\nProvides technical support for all service tickets entering the Service Desk\nGathers all relevant information about an incident or problem to correctly identify and categorize the issue\nUses the Knowledgebase system to determine the root cause of a problem\nEvaluates issues and escalates as needed to a higher level or other resource as appropriate using the provided Service Desk Process manual\nAssists with system configuration and diagnostics, hardware and software diagnostics, and processing requests for hardware repair or replacement\nEnsures that all documented processes are adhered to and departmental compliance is achieved\nWorks with senior members of the team to help determine possible incident trends\nParticipates in the Incident/Problem Management activities as needed\nAccurately logs problems and updates ticket history to document troubleshooting steps and resolution\nCreates technical documentation and FAQs for addition to the knowledgebase\nAdheres to the Service Desk call center schedule as required by the Service Desk manager, acknowledging and conforming to schedule changes as required\nReports for After Hours Support duty by roster for out of hours emergency on-call support\nWorks with senior technical resources to performs secondary level investigation and resolution of Incidents\nDevelops workarounds and interim solutions for reported issues to minimize user disruption\nReviews active problem tickets to ensure updated work-arounds and fixes are applied properly\nReviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident handling process\nReviews and improves the accuracy and content of the Knowledgebase\nCommunicates with EUS staff and management any news on issues, changes and updates that relate to business line applications\nPrepares and delivers training for the Service Desk on business line application product versions and changes at the direction of EUS Management\nOther duties as required.\n\nSupervisory Responsibilities:\n\nN/A\n\nQualifications, Knowledge, Skills and Abilities:\n\nEducation:\n\nHigh school diploma/GED, required\nBachelor degree and / or equivalent experience, preferred\n\nExperience:\n\nTechnical Support or Customer Service Industry experience, preferred\nMore than two (2) years of experience in technical support environment or other qualifying experience, required\nMore than two (2) years of experience as a Desktop Support Technician, preferred\n\nLicense/Certifications:\n\nMicrosoft Certified Professional, preferred (MCP)\nMicrosoft Certified Desktop Support Technician, preferred (MCDST)\nMicrosoft Certified IT Professional preferred, (MCITP)\nLaptop/Desktop hardware technician certification, preferred\n\nSoftware:\n\nMicrosoft Windows 10 or higher Operating System\nMicrosoft Office Suite 2016 or higher\nAdobe Acrobat Standard\nMcAfee Desktop Suite\nVPN software\n\nLanguage:\n\nEnglish\n\nOther Knowledge, Skills & Abilities:\n\nExcellent interpersonal and customer relationship skills\nStrong problem-solving and technical troubleshooting skills\nAbility to learn quickly in an ever-changing environment\nCapable of working well under pressure while dealing with unexpected problems in a professional manner\nStrong oral and written communication skills, including the ability to communicate and interact with all levels of employees and management.\nCapable of successfully multi-tasking while working independently or within a group environment\nCapacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and procedures\nCapacity to travel on a moderate basis (20%)\nAt BDO, how we show up matters. We build strong relationships by supporting one another, our clients, and our communities with care, curiosity, and a commitment to helping one another grow and succeed. Here, you’ll find meaningful work, leaders invested in your success, and opportunities to build a career around what matters most to you.\n\nOur purpose is to be the people our clients count on to grow with confidence and achieve what matters most. Our values guide how we bring that purpose to life each day. Together, they shape how we work with one another, serve our clients, and create meaningful impact.\n\nBDO provides assurance, tax, and advisory services to clients across the U.S. and around the world. No matter your role, you’ll be part of a team helping clients navigate complexity and move forward with clarity.\n\nWe are proud to be an ESOP company, offering participants a stake in the firm’s success through beneficial ownership and a unique opportunity to enhance their financial well-being. As a qualified retirement plan, the ESOP is a meaningful addition to our comprehensive compensation and Total Rewards benefits* offerings. It also reinforces an ownership mindset that strengthens our connection to one another, our clients, and the future we’re building together.\n\nLearn more about our benefits: BDO Total Rewards encompass more than traditional benefits. Click here to find out more !\n\n*Benefits may be subject to eligibility requirements.\n\nEqual Opportunity Employer, including disability/vets\nClick here to find out more !","company":"Bdo","rawCompany":"bdo","city":"San Juan","state":"PR","isRemote":false,"isActive":false,"createdAt":"2026-09-02T11:13:05.908Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Engineer I","description":"Job Summary:\n\nThe Technical Support Engineer I role is responsible for delivering quality customer service to the Firm by providing accurate technical assistance in the resolution of incidents via phone and ticketing system. In this role, the Technical Support Engineer I is charged with participation in the Incident Management process and continual process improvement working with senior members of the team to make improvement recommendations. Additionally, the Technical Support Engineer I must maintain up to date knowledge of current systems and hardware to ensure correct and consistent application of firm-wide policies and procedures. An alternative work schedule, on-call work and weekends are occasionally required. Moderate amount of travel may be required related to projects, training or support for several days at a time.\n\nJob Duties:\n\nProvides technical support for all service tickets entering the Service Desk\nGathers all relevant information about an incident or problem to correctly identify and categorize the issue\nUses the Knowledgebase system to determine the root cause of a problem\nEvaluates issues and escalates as needed to a higher level or other resource as appropriate using the provided Service Desk Process manual\nAssists with system configuration and diagnostics, hardware and software diagnostics, and processing requests for hardware repair or replacement\nEnsures that all documented processes are adhered to and departmental compliance is achieved\nWorks with senior members of the team to help determine possible incident trends\nParticipates in the Incident/Problem Management activities as needed\nAccurately logs problems and updates ticket history to document troubleshooting steps and resolution\nCreates technical documentation and FAQs for addition to the knowledgebase\nAdheres to the Service Desk call center schedule as required by the Service Desk manager, acknowledging and conforming to schedule changes as required\nReports for After Hours Support duty by roster for out of hours emergency on-call support\nWorks with senior technical resources to performs secondary level investigation and resolution of Incidents\nDevelops workarounds and interim solutions for reported issues to minimize user disruption\nReviews active problem tickets to ensure updated work-arounds and fixes are applied properly\nReviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident handling process\nReviews and improves the accuracy and content of the Knowledgebase\nCommunicates with EUS staff and management any news on issues, changes and updates that relate to business line applications\nPrepares and delivers training for the Service Desk on business line application product versions and changes at the direction of EUS Management\nOther duties as required.\n\nSupervisory Responsibilities:\n\nN/A\n\nQualifications, Knowledge, Skills and Abilities:\n\nEducation:\n\nHigh school diploma/GED, required\nBachelor degree and / or equivalent experience, preferred\n\nExperience:\n\nTechnical Support or Customer Service Industry experience, preferred\nMore than two (2) years of experience in technical support environment or other qualifying experience, required\nMore than two (2) years of experience as a Desktop Support Technician, preferred\n\nLicense/Certifications:\n\nMicrosoft Certified Professional, preferred (MCP)\nMicrosoft Certified Desktop Support Technician, preferred (MCDST)\nMicrosoft Certified IT Professional preferred, (MCITP)\nLaptop/Desktop hardware technician certification, preferred\n\nSoftware:\n\nMicrosoft Windows 10 or higher Operating System\nMicrosoft Office Suite 2016 or higher\nAdobe Acrobat Standard\nMcAfee Desktop Suite\nVPN software\n\nLanguage:\n\nEnglish\n\nOther Knowledge, Skills & Abilities:\n\nExcellent interpersonal and customer relationship skills\nStrong problem-solving and technical troubleshooting skills\nAbility to learn quickly in an ever-changing environment\nCapable of working well under pressure while dealing with unexpected problems in a professional manner\nStrong oral and written communication skills, including the ability to communicate and interact with all levels of employees and management.\nCapable of successfully multi-tasking while working independently or within a group environment\nCapacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and procedures\nCapacity to travel on a moderate basis (20%)\nAt BDO, how we show up matters. We build strong relationships by supporting one another, our clients, and our communities with care, curiosity, and a commitment to helping one another grow and succeed. Here, you’ll find meaningful work, leaders invested in your success, and opportunities to build a career around what matters most to you.\n\nOur purpose is to be the people our clients count on to grow with confidence and achieve what matters most. Our values guide how we bring that purpose to life each day. Together, they shape how we work with one another, serve our clients, and create meaningful impact.\n\nBDO provides assurance, tax, and advisory services to clients across the U.S. and around the world. No matter your role, you’ll be part of a team helping clients navigate complexity and move forward with clarity.\n\nWe are proud to be an ESOP company, offering participants a stake in the firm’s success through beneficial ownership and a unique opportunity to enhance their financial well-being. As a qualified retirement plan, the ESOP is a meaningful addition to our comprehensive compensation and Total Rewards benefits* offerings. It also reinforces an ownership mindset that strengthens our connection to one another, our clients, and the future we’re building together.\n\nLearn more about our benefits: BDO Total Rewards encompass more than traditional benefits. Click here to find out more !\n\n*Benefits may be subject to eligibility requirements.\n\nEqual Opportunity Employer, including disability/vets\nClick here to find out more !","datePosted":"2026-09-02T11:13:05.908Z","dateModified":"2026-09-02T11:13:05.908Z","hiringOrganization":{"@type":"Organization","name":"Bdo","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"San Juan","addressRegion":"PR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"92a9ada7aa101af22f2c9b84"},"url":"https://jobsearcher.com/jobs/92a9ada7aa101af22f2c9b84"}}