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Enterprise Engineering Support Technician

2 months ago

Red Bank, New Jersey, United States Enterprise Engineering Full time
Job Description

Job Title: Level 2 Technical Support

Reports To: Director of Services

Job Summary:

We are seeking a highly skilled Technical Support Specialist to join our team at Enterprise Engineering. As a Technical Support Specialist, you will be responsible for providing technical assistance and support to our clients, ensuring that their IT needs are met and their systems are running smoothly.

Key Responsibilities:

  • Install and configure hardware and software to meet client requirements
  • Respond to technical support requests in a timely and professional manner
  • Work with our Service Desk, Documentation, Remote Monitoring/Management and other system software to accept and resolve service requests, incidents, and problems
  • Document and track all steps taken to resolve technical issues
  • Escalate technical issues to senior engineers as needed to ensure service levels are maintained
  • Create and document technical procedures and standards to ensure engineering best practices are maintained
  • Provide technical support to clients via phone, email, and remote software
  • Travel to client sites as needed to provide on-site technical support
  • Repair and replace equipment as needed
  • Provide technical assistance to end-users
  • Assist in AV setups as needed for meetings
  • Set up new workstations for users, including deploying equipment and creating Active Directory accounts
  • Heavy use of Windows and Mac OS devices
  • Ability to work in Active Directory
  • Research and test new technology

Daily Activities:

  • Accept and resolve technical support requests, service requests, incidents, and problems using our Service Desk software
  • Accept client-facing phone calls and contact clients via phone and/or email to assist in resolving technical issues
  • Use remote management software to log into client PCs and resolve technical issues
  • Answer the phone with a cheerful and enthusiastic tone
  • Perform initial fault finding and basic troubleshooting of technical issues
  • Deal with technical issue escalations internally and externally with support tickets from third-party vendors
  • Assist with deployments in the field

Desired Attributes and Experience:

  • Customer service skills
  • Excellent verbal and written communication skills
  • Reliable
  • Solid understanding of computers, networks, and software
  • Solid understanding of TCP/IP, DHCP, DNS, Domain Controllers, etc.
  • Experience using MS Office applications: Word, Excel, Outlook
  • High attention to detail
  • Previous experience with ConnectWise: Manage, Automate, Remote
  • Previous experience with Bitdefender
  • Previous experience with LionGuard
  • Ability and willingness to travel to client sites as needed
  • Ability to drive to drive and travel as needed
  • Ability and willingness to work overtime when needed
  • Ability and willingness to quickly learn new technology and software
  • Ability to lift 50 lbs.

Qualifications:

  • Bachelor's Degree in Computer Science, or Associate Degree plus two years of technical support experience
  • A+ and Net+ Certification or equivalent required