Associate Engineer

Job Description

Job Description

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 preformed onsite.

Core Responsibilities

• Provide first-level technical support via phone, email, and ticketing system
• Diagnose and resolve common hardware, software, and network issues
• Create and maintain detailed support tickets for all customer interactions
• Setup and configure new workstations, laptops, and peripheral devices
• Install and upgrade standard software applications and system updates
• Perform basic Active Directory tasks (user management, password resets)
• Escalate complex issues to Level 2/3 support when necessary
• Maintain technical documentation of solutions and procedures
• Demonstrates “Can Do, Will Do!” attitude
• Other duties as assigned

Technical Requirements

Hardware Support

• PC and laptop hardware troubleshooting
• Printer and scanner configuration
• Mobile device support (phones, tablets)

Software Support

• Windows Desktop OS
• Microsoft Office 365 suite including:
  • Outlook email and calendar management
  • Teams administration
  • SharePoint basic operations
  • OneDrive file management
• Standard business applications
• Remote support tools

Network Support

• Basic LAN troubleshooting
• Network connectivity issues
• VPN client support
• Wi-Fi connectivity

Required Qualifications

• High school diploma or equivalent
• 1+ year of technical support experience or help desk role
• Strong customer service orientation
• Excellent verbal and written communication skills
• Ability to explain technical concepts to non-technical users
• Experience with ticketing systems and remote support tools

Preferred Qualifications

• Associate's degree in IT-related field
• Technical certifications such as:
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • Microsoft certifications
  • CCNA
• MSP (Managed Service Provider) experience
• Experience with Windows Server administration
• Knowledge of IT security best practices

Success Metrics

• Timesheets are accurate and submitted on time
• Meet SLA requirements for different priority levels
• Achieve customer satisfaction rating of 96% or higher
• Maintain detailed ticket documentation
• Documentation quality
• Professional development progress

Travel

Travel 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)