IT Technical Support Engineer

Required :

Compensation: 30-39.46 hourly

Key Responsibilities

• Front-line support for Tier 1,2 and 3 requests 
• Ticket (Service Now) 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. Approximately 40 -50 tickets per week.
• 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

Ideal candidates should have: 

• 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 
• Excellent English language verbal and written communication skills. 
• 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