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Support Engineer (2nd Shift)

Summary:

You’ll work closely with the existing team and with dedicated onsite and remote clients, providing IT, MIS, and Microsoft 365 products and support services. You will act as a liaison with clients on administrative and technical matters for assigned projects.

Responsibilities:

  • Answer, troubleshoot, resolve and/or escalate support tickets following the guidelines and procedures.
  • Assist in instructing clients in operation and maintenance of systems/equipment.
  • Troubleshoot various issues such as internal questions/requests raised (Password request, ticket investigation, researching vendor position), client issues or questions.
  • Properly gather information and document all trouble tickets in the RMM as outlined by the department policies and procedures.
  • Maintain and troubleshoot network infrastructures, VPNs, and remote access systems.
  • Responsible for escalating non-routine technology issues to the appropriate help desk staff member for resolution or further escalation.
  • Configure, support and deploy end-user devices such as computers, printers, A/V systems, etc.
  • Documentation of all application support procedures for both internal and external developed software.
  • Provide hardware and software support including client orientations and training

Qualifications: 

  •  4-year university degree – Computer Science or other technical-related field preferred
  • 4+ years experience as a Field Technician or similar support role
  • Experience supporting Active Directory, Exchange, System Center, and Office 365 environments
  • Experience with Office 365 implementations including Exchange Online migrations
  • Experience with RMM and PSA tools (ConnectWise, LabTech, Kaseya, Ninja, or related software)