Job Description
Job Title: IT Support Engineer
Job Type: Full-Time
The IT Support Engineer is accountable for tasks related to IT support and delivery. This includes, but is not limited to hardware, software, telephony support, vendor oversight as it relates to end users, infrastructure, and applications. Work with contracted suppliers on delivery of IT services and collaborate on technical direction. This position requires being on-call and occasional but infrequent out-of-town travel.
IT Support Engineer Job Duties:
- Respond as First Point of Contact for support related issues and service requests while providing quality and courteous customer service
- Guidance and collaboration with vendors contracted to provide support and deliver solutions
- Asset and Licensing Lifecycle Management
- SaaS and cloud application’s administration and support
- Create and follow processes and procedures for corporate and vendor usage
- Create Work Instructions
- User account management
- Develop and provide training to users on best practices and use of products and tools
- Workstation builds for new users and refreshes following standard procedures
- Project delivery within timelines, plans, and oversight on assigned efforts
- Research and evaluate new technologies and propose new solutions
- Participate in the testing and debugging of programs and systems. Oversee implementation, coordinate testing, and system performance validation
- Document functional and non-functional requirements for technology solutions. Review, evaluate, and document existing systems
- Procurement of equipment and software through approved vendors
- Log requests, problems, and resolutions. Collaborate and proactively resolve and/or escalate while keeping customers actively informed
- Effectively communicate with end users, peers, and management.
- Perform quality audits of vendor’s work, review results with management
- Manage and ensure server backups and replication success
- Assist with gathering metrics and preparing status reports
- Maintain operational availability of computer-related equipment and IT resources; identify and implement processes to improve operational availability
- Ensure patch management
- Monitor health and service availability
- Coordinate server, network and/or application upgrades and maintenance
- Provide basic administration and support of enterprise telephony solution
IT Support Engineer Skills and Qualifications:
- 2 Year degree or equivalent experience
- Minimum of 4 years relevant experience in hardware and software troubleshooting / support and customer service support
- Excellent interpersonal and collaborative skills
- Excellent verbal and written communications
- Effective organization and time management skills
- Excellent knowledge sharing techniques
- Experience with formal project delivery
- Ability to prioritize and manage multiple tasks
- Strong attention to detail
- Experience with build, management, and support of Windows 11
- Experience with Office 365 account administration
- Experience with mobile device support through an MDM a plus:
- iPad / iPhone
- Apple ID usage in a corporate setting
- Windows devices
- Experience with backup and replication solutions
- Experience troubleshooting network issues including: DHCP, DNS, CMD line tests, port testing and Wi-Fi.
- Experience with role-based access controls
- Working knowledge of hardware and applications including, but not limited to: Windows Server OS, Virtualization, MS Office, Active Directory, computer imaging software, VoIP systems, endpoint security, encryption, PC’s, printers, and other networked equipment
- Demonstrated Asset Lifecyle Management experience (hardware and software)
- MS Azure or AWS experience a plus
- ITIL experience a plus
- Agile experience a plus
- Experience with Network devices (Firewalls, routers, switches) is desirable
Required Travel:
- Occasional travel to other Cranemasters locations; travel for support, conferences, teach-outs / training workshops, or meetings.
Required Certifications and Licenses:
Job Tags
Full time,