IT Technical Support Engineer

Job Description:

Pay Range: $40hr - $45hr

Responsibilities:

• Front-line support for Tier 1,2 and 3 requests.
• Ticket triage and acts as a single point of contact for customers on escalations to the appropriate level.
• Performing initial triage, diagnosis, and troubleshooting Proactively notifying customers of all incidents within SLA guidelines.
• Remotely resolving incidents within their capability and implementing known solutions to known issues.
• Responsible for working with other support specialists to coordinate and quickly resolve customer issues Providing regular updates to customers as efforts for resolution progress.
• Responsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levels.
• Documenting all actions taken to resolve incidents in ticketing tools Ensuring the correct and timely closure and completion of all incidents in ticketing tools.
• Monitors incident status and escalates cases that are not resolved in a specific time frame.
• Other duties as assigned by management.
• Candidate will work in an exciting and extremely fast/paced environment.
• Candidate should have strong written and verbal communication, solid hardware/software troubleshooting skills for common desktop/laptop issues, IT infrastructure, and a customer-focused mentality.
• Our overall goal is to provide a world-class customer support experience that is hyper-focused on efficiency.
• Relevant work experience 2+ years in technical support or a similar technical environment.
• High level of understanding and experience with information technology.
• Ability to communicate effectively with all levels of employees/management.
• Must have a high technical aptitude, be highly motivated, and be ready for a challenge.
• Strong communication, documentation, and analytical skills.
• The ability to handle stressful situations and tight deadlines in a fast-paced environment.
• High level of Windows and MacOS knowledge– laptop imaging and configuration, hardware and software issues troubleshooting skills.
• Active directory and PowerShell knowledge.
• Okta, ServiceNow, Slack, Office365, Gsuite administration.
• Intune, JAMF, Druva administration.
• Basic networking knowledge.

Good to Have:

• General knowledge of remote support technologies and strategies.
• Knowledge of service management tools for tracking ticket.
• Knowledge of virtualization technologies.
• Jira and Confluence administration.
• CompTIA Network+, MCSA, CCNA Routing & Switching.