Information Technology Support Engineer

4 weeks ago


Atlanta, United States Provisions Group Full time

Job Title: IT Support Engineer


GENERAL SUMMARY:

The Support Engineer is responsible for providing Tier One and Tier Two technical assistance to customers with system and network requests. The Support Engineer will be expected to work on-site. The Support Engineer will primarily be receiving support requests via inbound phone calls but may also receive email and chat support requests.


Essential Duties and Responsibilities:

  • IT Support relating to issues with the systems and network infrastructure
  • Support and Administrate Microsoft related technologies: Windows Server, Exchange, SQL, Office 365, etc.
  • Support and Administer virtualization technologies: VMware, Citrix, and Microsoft Hyper-V
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, switches, servers and security devices
  • Administer hosted and cloud solutions for customers using technologies that meet their requirements
  • Support disaster recovery solutions
  • Support and administer remote access solutions: VPN, Terminal Services, and Citrix
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review
  • Document maintenance for all computer systems and network infrastructure
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed scheduled maintenance windows


Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Ability to work in a team and communicate effectively
  • Escalate service or project issues that cannot be completed within agreed service levels
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
  • Document internal processes and procedures related to duties and responsibilities
  • Responsible for tracking time and expenses as they happen
  • Understand internal business processes by completing assigned training materials
  • Work through tickets that have been assigned through the dispatch process
  • Work through project tickets and phases as assigned by a Project Manager
  • Enter all work as service or project tickets into ticketing tool
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry


Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP, CompTIA A+, Network+, Security+, etc.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Diagnosis and troubleshooting of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details



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