Information Technology Support Engineer

GENERAL SUMMARY:

The Support Engineer is responsible for providing Tier One and Tier Two technical assistance to customers with system and network requests. The Support Engineer will be expected to work on-site and may be asked to go on-site to client offices to resolve issues that cannot be resolved remotely. The Support Engineer will primarily be receiving support requests via inbound phone calls but may also receive email and chat support requests.

Essential Duties and Responsibilities:

IT Support relating to issues with the systems and network infrastructure

Support and Administrate Microsoft related technologies: Windows Server, Exchange, SQL, Office 365, etc.

Support and Administer virtualization technologies: VMware, Citrix, and Microsoft Hyper-V

Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, switches, servers and security devices

Administer hosted and cloud solutions for customers using technologies that meet their requirements

Support disaster recovery solutions

Support and Administer remote access solutions: VPN, Terminal Services, and Citrix

Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets

Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review

Document maintenance for all computer systems and network infrastructure

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed scheduled maintenance windows

Additional Duties and Responsibilities:

Improve customer service, perception, and satisfaction

Ability to work in a team and communicate effectively

Escalate service or project issues that cannot be completed within agreed service levels

Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals

Document internal processes and procedures related to duties and responsibilities

Responsible for tracking time and expenses as they happen

Understand internal business processes by completing assigned training materials

Work through tickets that have been assigned through the dispatch process

Work through project tickets and phases as assigned by a Project Manager

Enter all work as service or project tickets into ticketing tool

Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

Diagnosis and troubleshooting of technical issues

Ability to multi-task and adapt to changes quickly

Technical awareness: ability to match resources to technical issues appropriately

Service awareness of all organization’s key IT services for which support is being provided

Understanding of support tools, techniques, and how technology is used to provide IT services

Typing skills to ensure quick and accurate entry of service request details

Self-motivated with the ability to work in a fast moving environment