Technical Support Engineer

Job Title KEY RESPONSIBILITIES: Monitor, support, troubleshoot, and resolve operating issues, including failures and service-level degradation. Initiate corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to employees and customers. Answer internal or external users' inquiries regarding computer hardware and software to resolve problems. Configure and set up workstations and laptops. Participate in troubleshooting and quickly arrive at workable solutions. Advise others on resolution and solutions in issues. Participate in the resolution of end user's desktop computer issues that may include but not limited to hardware, printer troubleshooting and configuration, installing software and/or hardware peripheral, perform daily backup procedures, liaise with third-party software/hardware vendors for problem resolution, and rollout of new software packages, upgrades, and new desktop hardware. Monitor, support, and troubleshoot the IT infrastructure for operating issues involving failures, degradation, and event correlation using various software and hardware monitoring tools. Perform troubleshooting and problem resolution for all types of the IT infrastructure as assigned — hardware, software, telecommunication, business application, customer connectivity, etc. Technically support activities efficiently, including new technical areas, analyzing and fixing assigned faults and systems testing with minimal supervision. Own assigned issues through to resolution, ensuring full understanding of the assigned tasks before starting them. Conduct thorough impact analysis of all assigned activities and understand the impact of assigned work on systems and the business. Understand the needs of the business and how the system or task being worked on meets these needs. Suggest innovative ideas and improvement concepts in working practices, tool and technologies used by the team. Work with line managers to improve skills and experience through formal training, mentoring and work assignments. Demonstrate a proactive approach in helping to mitigate risks, improve quality in an efficient manner and resolve issues that do occur. Demonstrate the ability to work independently at remote sites without the need for direct supervision. Take appropriate steps to ensure technical knowledge is kept abreast of technology developments that are in scope for support. When necessary, coordinate, manage and assist vendor support resources at sites as appropriate.

BASIC QUALIFICATIONS:

5+ years technical support experience SCCM (System Center Configuration Manager) Office 365 administration and support Citrix

PREFERRED QUALIFICATIONS:

BS Engineering/Computer Science preferred System analysis System testing Process improvement Risk mitigation Manage vendor support resources Understanding of business needs Quality improvement Systems Staffing Group