IT Support Engineer

Job Description

Job Description

The IT Support Engineer is responsible for advanced installation, configuration, and support of Windows-based computers, network devices and services, software and mobile devices. MacOS and Linux experience is a plus. This position requires at least 5 years of recent IT support experience including extensive use of backup systems, internet and cloud technologies, cybersecurity tools and techniques. A strong commitment to exceptional customer service, professionalism, and teamwork is expected in addition to demonstrated technical aptitude.

Service and Helpdesk Support:
·            Monitor cloud and local backup solutions and troubleshoot failures.

·            Triage and manage helpdesk tickets, initiate appropriate remedial actions.

·            Provide tier 2+ customer support both remotely and on-site.

·            Monitor computers and network devices.

Installation, Configuration, and Maintenance:

·            Server installation, configuration, and troubleshooting, including SharePoint, Google Workspace, and Synology NAS.

·            In-depth Windows computer imaging and configuration, including automated deployment.

·            Install, license, configure, and maintain common software packages like MS Office, Adobe, and QuickBooks.

·            Support, troubleshoot, and configure standard applications like email clients and web browsers.

·            Update operating systems and applications for servers and client workstations.

·            Internet domain registration and DNS name server setup including renewals and transfers.

·            Install and configure printers, scanners, and other peripherals.

·            Perform mobile device setup, app installation, and troubleshooting.

·            Provide end user training, coaching, and how-to documentation.

Network design, installation, and support:
·            Comprehensive installation, management and troubleshooting of internet gateways, firewalls, routers, and other network devices.

·            Advanced network device installation, configuration, and troubleshooting, including VLAN, VPN, and SD-WAN.

·            Advanced wireless access point installation, configuration, and troubleshooting, including mesh.

·            Internet service deployment and troubleshooting, fiber, coax, static addressing, DNS.

·            Intermediate cloud infrastructure, including VPS, S3 storage.

·            Intermediate Remote desktop (RDP/RDS) support, including license management and RemoteApp.

·            Intermediate IP telephony support and troubleshooting.

Security:
·            Monitor endpoint security for detections and updates.
·            Configure and troubleshoot various MFA systems, including biometrics.

·            Intermediate endpoint management, including malware remediation, vulnerability settings.

·            Intermediate Windows security, including BitLocker and Windows Firewall.

Additional Duties:
·            Create and maintain procedural and asset documentation.

·            Actively participate in project meetings, reviews, and team training.

·            Actively look for ways to improve efficiency and reduce manual labor and turn-around time.

·            Conduct compliance checks and IT policy audits.

Qualifications:
·            Five years of relevant experience.

·            Proven technical aptitude.

·            Strong customer service skills.

·            Strong written and verbal English communication skills.

·            CompTIA A+ and Network+ certification or equivalent.

·            Ability to manage confidential and private materials with discretion and integrity.

·            Willingness to learn and apply company standards.

·            Ability to adapt to changing priorities and switch between multiple tasks as needed.

Work Environment:
·            Fulltime, day shift, Monday-Friday

·            Primarily remote. Some onsite and inhouse work required local candidates.

·            After-hours, weekends, and on-call rotation required.