The IT Support Engineer is responsible for advanced installation, configuration, and support of Windows-based computers, mobile devices, and software as well as network devices and services. MacOS and Linux experience is a plus but not required. This position requires experience in backup systems, internet and cloud technologies, and cybersecurity tools and techniques. A strong commitment to exceptional customer service, professionalism, and teamwork is expected in addition to strong technical aptitude.
Service and Helpdesk Support:
路 Monitor cloud and local backup solutions and troubleshoot failures.
路 Triage and manage helpdesk tickets, initiate appropriate remedial actions.
路 Provide tier one and two customer support both remotely and on-site.
路 Manage third-party vendor support as needed.
路 Monitor managed computers and network devices for uptime and error conditions.
路 Monitor endpoint security for detections and updates.
Installation, Configuration, and Maintenance:
路 Server installation, configuration, and troubleshooting, including SharePoint, Google Workspace, and Synology NAS.
路 In-depth Windows computer imaging and configuration, including automated deployment.
路 Install, license, configure, and maintain common software packages like MS Office, Adobe, and QuickBooks.
路 Support and troubleshoot and configure standard applications such as email clients and web browsers.
路 Patch and update operating systems and applications for servers and client workstations.
路 Internet domain registration and DNS name server setup including renewals and transfers.
路 Install and configure printers, scanners, and other peripherals.
路 Perform mobile device setup, app installation, and troubleshooting.
路 Provide end user training, coaching, and how-to documentation.
Network design, installation, and support:
路 Comprehensive installation, management and troubleshooting of internet gateways, firewalls, routers, and other network devices.
路 Advanced network device installation, configuration, and troubleshooting, including VLAN, VPN, and SD-WAN.
路 Advanced wireless access point installation, configuration, and troubleshooting, including mesh.
路 Internet service deployment and troubleshooting, fiber, coax, static addressing, DNS.
路 Intermediate cloud infrastructure, including VPS, S3 storage.
路 Intermediate Remote desktop (RDP/RDS) support, including license management and RemoteApp.
路 Intermediate IP telephony support and troubleshooting.
Security:
路 Configure Windows authentication options.
路 Configure and troubleshoot various MFA systems, including biometrics.
路 Intermediate endpoint management, including malware remediation, vulnerability settings.
路 Intermediate Windows security, including BitLocker and Windows Firewall.
Additional Duties:
路 Create and maintain procedural and asset documentation.
路 Actively participate in project meetings, reviews, and team training.
路 Actively look for ways to improve efficiency and reduce manual labor and turn-around time.
路 Conduct compliance checks and conduct IT policy audits.
Qualifications:
路 Five years of relevant experience.
路 Proven technical aptitude.
路 Strong customer service skills.
路 Strong written and verbal English communication skills.
路 High school graduate or equivalent.
路 CompTIA A+ and Network+ certification or equivalent.
路 Maturity and professionalism in all client and team interactions.
路 Ability to manage confidential and private materials with discretion and integrity.
路 Willingness to learn and apply company standards.
路 Ability to adapt to changing priorities and switch between multiple tasks as needed.
