Technical Support Engineer

Location: Charleston – 997 Morrison Drive, Suite 402 Business Position Summary The Technical Support Engineer will play an integral role in delivering and maintaining enterprise IT solutions that support business operations and drive organizational efficiency. This position is responsible for the support and engineering of core technologies including, but not limited to, Windows 11, Office 365, and Intune as well as providing basic network support. This role offers structured professional development through hands‑on experience and online learning opportunities, and technical boot camps. Essential Job Functions Provide hands‑on technical assistance for Dell (including Dell TechDirect), Lenovo, and Mac hardware, as well as Windows 11, iOS, Android, and Office 365 applications. Deliver exceptional end‑user support across devices, applications, and conference room technology to ensure optimal productivity. Support daily operations in a dynamic environment composed of approximately 40% business support with escalations from the Service Desk, 50% engineer and administration in various IT systems, and 10% cross training and career development. Collaborate with external vendors to resolve escalated or complex technical issues beyond internal scope. Participate in a 24x7x365 executive support rotation, serving on‑call for approximately one week every fourteen weeks as part of a shared schedule. Leverage ServiceNow for incident and request management, ensuring accurate documentation and timely resolution. Create and maintain knowledge base articles for both internal use and customer‑facing support. Analyze ServiceNow data to identify recurring issues, trends, and opportunities for proactive remediation. Architect, engineer, and maintain management platforms including Jamf (for macOS) and PrinterLogic (for print services). Manage, secure, and deploy applications and device policies through Jamf and PrinterLogic. Conduct software testing and compatibility validation to ensure smooth system integrations and program deployments. Support infrastructure improvements through data analysis, system monitoring, and recommendations for technical optimization. Contribute to project‑based initiatives involving new technology deployments, upgrades, and process enhancements. Apply strategic thinking to identify opportunities for innovation and improvements in the technology environment. Assist in planning and execution of technical components for companywide meetings, events, and conferences. Deliver or assist in developing user training programs and documentation to enhance technology adoption and efficiency. Support ongoing professional development and contribute to knowledge sharing across the IT team. Perform other duties as assigned in support of organizational goals and technology initiatives. Performance Expectations & Key Metrics Incidents resolved in under 1 day – 50% Incidents resolved in under 2 days – 60% Response time for incidents – Tasks resolved in under 1 day – 50% Tasks resolved in under 2 days – 60% Above 90% accurate onboarding for new hires Required Qualifications Education: High School degree, Associate's Degree or equivalent work experience required. Experience: Minimum three (3) years in an IT Support or related technical role. Skills & Competencies Proficiency in managing iOS and Android devices using Intune. Experience with printer management, configuration, and troubleshooting. Familiarity with ServiceNow, Azure, Office 365, and Windows operating systems strongly preferred. Experience with Jamf for Apple device management is a plus. Strong understanding of IT principles, best practices, and processes within an ITIL framework. Demonstrated strong written and verbal communication skills. Demonstrated customer service skills in a fast‑paced environment. Proven ability to work with cross‑functional IT and business teams to resolve complex issues. Ability to demonstrate critical thinking, problem‑solving concepts, and exceptional attention to detail. Ability to thrive in a high‑volume, data entry and processing work environment, where applicable. Demonstrated ability to work independently and as part of a team. Benefits 5% 401(k) match. Wellness credits that reduce healthcare costs. Up to 160 hours of PTO annually for full‑time employees. Opportunities for career growth and advancement within a large, expanding organization. Equal Opportunity Employer Minorities/Religion/Sex/Protected Veterans/Disability/Sexual Orientation/Gender Identity/Marital Status/Pregnancy/Age/National Origin/Genetic Information. #J-18808-Ljbffr