Associate Engineer

Associate Engineer (Level 1 Technical Support)The Associate Engineer (Level 1 Technical Support) provides first-line technical support for our clients' IT infrastructure, including hardware, software, and network systems. This role is responsible for responding to, documenting, and resolving technical issues while maintaining high customer satisfaction levels. Participate in after-hours on-call rotation is required. Work is performed onsite.Core ResponsibilitiesProvide first-level technical support via phone, email, and ticketing systemDiagnose and resolve common hardware, software, and network issuesCreate and maintain detailed support tickets for all customer interactionsSetup and configure new workstations, laptops, and peripheral devicesInstall and upgrade standard software applications and system updatesPerform basic Active Directory tasks (user management, password resets)Escalate complex issues to Level 2/3 support when necessaryMaintain technical documentation of solutions and proceduresDemonstrates "Can Do, Will Do!" attitudeOther duties as assignedTechnical RequirementsHardware SupportPC and laptop hardware troubleshootingPrinter and scanner configurationMobile device support (phones, tablets)Software SupportWindows Desktop OSMicrosoft Office 365 suite including:Outlook email and calendar managementTeams administrationSharePoint basic operationsOneDrive file managementStandard business applicationsRemote support toolsNetwork SupportBasic LAN troubleshootingNetwork connectivity issuesVPN client supportWi-Fi connectivityRequired QualificationsHigh school diploma or equivalent1+ year of technical support experience or help desk roleStrong customer service orientationExcellent verbal and written communication skillsAbility to explain technical concepts to non-technical usersExperience with ticketing systems and remote support toolsPreferred QualificationsAssociate's degree in IT-related fieldTechnical certifications such as:CompTIA A+CompTIA Network+CompTIA Security+Microsoft certificationsCCNAMSP (Managed Service Provider) experienceExperience with Windows Server administrationKnowledge of IT security best practicesSuccess MetricsTimesheets are accurate and submitted on timeMeet SLA requirements for different priority levelsAchieve customer satisfaction rating of 96% or higherMaintain detailed ticket documentationDocumentation qualityProfessional development progressTravel to customer sites using your own vehicle. No overnight travel.Predominantly operates in an office environment. Some periods of time may be spent in computer room and communications equipment spaces for installation, testing, and troubleshooting. Some work (less than 5%) requires moving and lifting of heavy networking equipment.Must be able to perform extensive standing, driving, walking, and climbing; to lift up to 50 lbs. regularly; to manipulate up to 100 lbs. with assistance, to transport and stock assigned supplies and materials; to pick-up from vendors and deliver stock and materials to customers upon request, to wear personal protective equipment. Must be able to bend, stoop, and climb to reach materials (must be able to climb a step ladder at approximately ten feet in height and to work from a lift up to twenty feet in height)