IT Support Engineer

IT Operations, Support Engineer

Your role will be diverse in responsibilities including supporting a variety of services, managing projects and acting as an escalation point for end user support. Examples of services that the team supports include storage, backup, email, asset management and hardware imaging. While many of these services will be owned by another team, you will assist in maintaining them and serving as an admin and consulting with users on issues and workflows that relate to the services. Additional responsibilities include serving as a point of escalation for user support issues that may include service-related problems, complex technical issues and sensitive cases. While carrying out these responsibilities you will be expected to serve as a senior member of a Customer Focused team who solve problems and look for ways to improve operations.

Key Responsibilities

• Provide support for escalated tickets from growing multi-site user base and environments.
• Provide technical expertise and hands-on support to end users across the organization.
• Participate in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of organization services.
• Work in tandem with the rest of the IT Operations team to uphold system SLAs with a rotating on-call schedule for production support issues.
• Direct internal and external service provider engagements, as needed, in the processing of support requests for effective and timely resolution of issues.
• Research, procure, and vet new hardware and software solutions as directed by manager.
• Coordinate and oversee a wide range of IT projects. Work with key stakeholders to thoroughly outline tasks and deliver results.
• Maintain relationships with key internal stakeholders to understand and adapt to new solutions and impactful changes as well as assist in delivering continuous improvements.
• Preparing and imaging PCs for distribution.
• Maintain internal and user facing documentation for all managed services.

Basic Qualifications

• 2+ years of related industry experience in an enterprise environment supporting users and their hardware and software.
• Willingness to travel on occasion to remote offices domestically and internationally.
• Experience supporting Windows Desktops and Servers.
• Experience with AD Systems Administration
• Experience managing or deploying enterprise services such as Active Directory, Office365, DHCP, DNS, File Services and client imaging.
• Experience leading project work independently.
• Willingness to travel on occasion to remote offices domestically and internationally.
• Able to lift 50 lbs as well as standing and walking during 8 hour shifts.
• Must have or able to obtain a Passport for international travel.
• Other responsibilities as specified by manager.
• Candidate must be results oriented and delivery focused with demonstrated experience working with corporate users and engineering teams.
• Analytical abilities and proven problem-solving skills; must be a real troubleshooter who excels at spotting issues and monitoring problems.

Preferred Qualifications

Undergraduate degree in an IT discipline. Microsoft Certification(s) Experience with Powershell scripting. Demonstrated knowledge of networking concepts.