Support Engineer
Ray's Restaurants
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+
Vacancy posted 5 days ago
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