Support Engineer

4 weeks ago


Roswell, New Mexico, United States 360 Smart Networks Full time
Job Overview

At 360 Smart Networks, we are seeking a highly skilled and experienced Support Engineer to join our team. As a Support Engineer, you will be responsible for providing advanced technical support and troubleshooting to our customers and internal users who are experiencing issues with hardware, software, network, or other IT-related systems.

Key Responsibilities:

  • Respond to customer and user requests for technical assistance via phone, email, and ticketing system.
  • Diagnose and resolve complex IT issues related to hardware, software, network, security, or other systems.
  • Follow up with customers and users to ensure their satisfaction and provide additional support or guidance as needed.
  • Document and update IT incidents, solutions, and procedures in the knowledge base and other systems.
  • Identify and report recurring or systemic IT issues and internally propose solutions or recommendations to prevent or mitigate them.
  • Participate in IT projects, initiatives, and audits as assigned.
  • Keep up to date with the latest technologies, trends, and best practices in the IT field.

Requirements:

  • Associate's or bachelor's degree in computer science, information technology, or related field, or equivalent work experience.
  • At least 5 years of experience in IT support, preferably in a Tier 2 or higher role.
  • Strong knowledge of IT systems, applications, and protocols, such as Windows, Linux, MacOS, Office 365, Active Directory, VPN, TCP/IP, DNS, DHCP, etc.
  • Excellent troubleshooting and problem-solving skills, with the ability to handle complex and diverse IT issues.
  • Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical audiences.
  • Ability to work independently and collaboratively in a fast-paced and dynamic environment.
  • Ability to prioritize and manage multiple tasks and deadlines.
  • Certifications in ITIL, CompTIA, Microsoft, Cisco, or other relevant areas are preferred.
  • Candidates must be able to move up to 40 lbs. without assistance.

Benefits:

Competitive salary based on experience & knowledge. Full benefits package. 401K. Bonus Plan. Expense reimbursement.


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