IT Technical Support Engineer
2 weeks ago
Pay Range $39hr - $42hr
Responsibilities:
- 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.
- bility 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.
- ctive directory and PowerShell knowledge.
- Okta, ServiceNow, Slack, Office365, Gsuite administration.
- Intune, JAMF, Druva administration.
- Basic networking knowledge.
- 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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