Support Engineer

Support Engineer

The Support Engineer will serve as the first line of technical support for the organization, ensuring timely and effective resolution of end-user issues. This role is also responsible for contributing to documentation, internal process improvement, and the development of internal support tools that enhance IT service delivery.

Key Responsibilities

• Provide Tier 1 support for hardware, software, and network issues across the organization.
• Respond to and resolve help desk tickets in a timely and professional manner.
• Assist in the configuration and deployment of ManageEngine, NITRO, and Auvik.
• Document support procedures, troubleshooting steps, and knowledge base articles.
• Collaborate with the Network Engineer and Junior Developer to improve internal IT tools and workflows.
• Participate in onboarding and offboarding processes for employees.
• Support inventory management and asset tracking for IT equipment.

Preferred Experience

• Exposure to ITSM platforms like ManageEngine.
• Experience with scripting or automation tools (e.g., PowerShell, Python).
• Familiarity with network monitoring or endpoint management tools.
• CompTIA Network+

Utilization Breakdown

• End-user Support 40%
• Documentation 20%
• Internal Support Tool Development 20%
• Other (training, meetings, etc.) 20%

Performance Evaluation & Incentive Structure

Bonus Potential: Target bonus of up to 10% of base salary, based on quarterly KPI performance and annual evaluation.

Requirements

Required Skills & Qualifications

• 2+ years of experience in IT support or help desk roles.
• Strong knowledge of Windows and macOS environments, Microsoft 365, and common business applications.
• Familiarity with ticketing systems and remote support tools.
• Excellent communication and customer service skills.
• Ability to document technical processes clearly and concisely.
• CompTIA A+