IT Support Engineer

Key Responsibilities:
•           Act as the initial point of contact for end users seeking technical assistance via phone, chat, in-person, or service tickets.
•           Provide remote or on-site technical support for a range of IT equipment including laptops, desktops, printers, firewalls, switches, access points, peripherals, and software applications.
•           Image and deploy laptops or workstations as needed.
•           Diagnose and troubleshoot hardware and software issues using effective diagnostic techniques and asking relevant questions.
•           Manage ticket triage, escalate as necessary, and ensure timely follow-up to deliver a positive user experience.
•           Identify underlying problems and contribute to long-term solutions.
•           Support and maintain Conference Room AV equipment functionality.
•           Assist with facilities management at on-site locations as required.
•           Provide voice telecommunications support.
•           Maintain knowledge base articles and troubleshooting documentation.
•           Provide SmartHand services and support for Plant Production Software/Hardware & Peripherals.
Qualifications:
•           Proven experience as a first point of contact for technical assistance across multiple channels.
•           Exceptional interpersonal and professional communication skills, both verbal and written.
•           Strong organizational abilities, adept at multitasking and managing time effectively.
•           Thrives in a fast-paced, dynamic environment with the ability to adapt to change.
•           General knowledge of computer hardware, software, and basic understanding of supported products.
•           Familiarity with computer networking protocols, wireless network protocols, TCP/IP, and IPSEC VPN configuration.
•           Preferably 2+ years of Help Desk/IT support experience and ITSM experience.
•           Degree in Information Technology or equivalent experience/IT certification.
•           Proficiency with Active Directory, Office 365, Windows 7/10.
•           Ability to build strong working relationships with customers, including C-Level executives.
•           Strong critical thinking, problem-solving, and decision-making skills.
•           Up-to-date knowledge of IT and software trends.
•           Demonstrates good judgment, maintains confidentiality, and upholds professional standards.