IT Technical Support Engineer

4 weeks ago

Durham, United States Cynet Systems Full time

We are looking for IT Technical Support Engineer for our client in Durham, NC
Job Title: IT Technical Support Engineer

Job Location: Durham, NC

Job Type: Contract

Job Description:

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.
  • 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.

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