IT Engineer

3 weeks ago

Miami, United States Parmac Inc. Full time
Job DescriptionJob Description

Looking for an IT Engineer with practical experience in Managed Desktop Services company.
KEY KNOWLEDGE ITEMS:
1. Networking (IPs, subnets, routers, switches, firewalls)
2. Windows OS

IT Engineer
Position Overview
• Responsible for planning, organizing, and execution of IT functions for our company. Key responsibilities includes client relations, level 1 and level 2 help desk IT support tasks as well as project development and execution. Additional duties are managing and supporting existing IT operations and applications to meet customer requirements, as well as development of new technical solutions.

Job Duties & Responsibilities
• Resolve computer support problems

  • Provide first-level contact and problem resolution for all users with hardware, software and applications problems.
  • Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
  • Uses advanced troubleshooting skills.
  • Must have excellent customer service skills
  • Create and/or resolve help desk tickets to final resolution.
  • Provide accurate and timely logging of problems and resolution for problems in Ticket Tracker.
  • Knowledge of LAN/WAN configurations and topology:

 Routing, routers, network security, IP addressing, etc.

  • o Knowledge of general data and voice technologies:

 LAN, Wireless, Smartphones, VoIP, POTS,
o Work on client problems both remotely or on site (requires remote support and driving to client locations)

Identifies, researches, and resolves complex technical problems
o Creates and manages escalation procedures and ensures service levels are maintained
o Documents, tracks, and monitors problems to ensure resolution in a timely manner

  • Work closely with team of engineers

o Report to IT Managers and IT Director
o Help fellow engineers and senior engineers with projects, tasks.
o Able to log, update and record accurate and detailed client network documentation and ticket resolution.
o Ability to work closely with others in a team environment when working on a team project or task
o Ability to work alone and with minimal supervision so as to help resolve issues without requiring too much help from fellow or senior engineers.

  • Development, consulting, training and quality improvement

o Continued technical education and certification
o Continued documentation of client infrastructure, recommendations and solutions to encountered and resolved problems and projects.
• Comply with company rules and polices
o Office hours
o Tickets
o Documentation, problem and issue escalation

Skills
• Proficient in English
o Must be able to fluently communicate in English (both verbal and written communication)
• Client management
o Excellent customer service, communication, negotiation and influential skills
o Ability to resolve conflict
o High analytical skills to compare alternatives presented by service providers and present it to our customers
o Excellent communication (phone and in person) skills to effectively support end-users and interact with IT vendors
• Microsoft
o Working knowledge of Windows network operating system and Active Directory
o Proficient with Windows 10 - 11 desktop/laptop operating systems
o Experience in Microsoft technologies, involving servers infrastructure, networking infrastructure and end-user applications environment
• Technical
o Experience in hardware technologies, involving servers/PC, networks, cabling, dedicated appliances, storage devices, cellular telephony and IP telephony
o Excellent troubleshooting and analytical skills
o Proficient with configurations and setup of PC's, printers and Blackberry devices
• Very good writing and documentation skills
• Self-directed and goal oriented
o Must have a 'can do' positive attitude
o Ability to take the initiative to learn and apply technical skills
o Excellent time management skills
• Strong project management skills
o Ability to manage tasks simultaneously
o Effective planning/organizational skills
o Engineering methodology to manage development of IT projects
• Interpersonal Skills
o Ability to lead, manage and motivate others
• Strong attention to details

 

Compensation based on experience

Company DescriptionParmac is an MSP (Managed Service Provider).
We provide our customers with the best possible IT support services.
All of our clients are on a fixed, flat monthly fee contract.
We have over 300 customers and more than 8,000 PC/Servers under our watch.
We continue to grow in customer numbers, employee count and quality and quantity of services we provide to all our customers.Company DescriptionParmac is an MSP (Managed Service Provider).\r
We provide our customers with the best possible IT support services.\r
All of our clients are on a fixed, flat monthly fee contract.\r
We have over 300 customers and more than 8,000 PC/Servers under our watch.\r
We continue to grow in customer numbers, employee count and quality and quantity of services we provide to all our customers.

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