Information Technology Engineer - Knoxville, TN

Responsibilities

• Analyze, troubleshoot, evaluate, and resolve a wide range of technical issues.
• Resolve and/or escalate incidents and service requests in a timely manner, determining the most effective solution based on customer needs and available resources.
• Manage customer expectations while building and maintaining strong client relationships.
• Monitor and respond to system alerts, identify root causes, and recommend improvements.
• Identify opportunities to improve procedures, processes, and customer environments.
• Maintain accurate documentation of client IT infrastructure and configurations.
• Follow established IT service delivery processes, standards, and best practices.
• Provide follow-up support to ensure customer satisfaction and complete issue resolution.
• Document all work performed, including support tickets, customer communications, and resolutions.
• Educate customers on technology solutions and best practices.
• Travel to customer sites as needed to troubleshoot, diagnose, and resolve issues that cannot be addressed remotely.
• Perform PC deployments, imaging, and hardware setup.
• Conduct data center walkthroughs and equipment inspections.
• Participate in an on-call support rotation.
• Perform other duties as assigned.

Qualifications

• Ability to communicate technical concepts effectively to non-technical users.
• Strong customer service skills with the ability to handle challenging situations professionally and calmly.
• Ability to work collaboratively in a team-oriented environment.
• Excellent attention to detail and strong written and verbal communication skills.
• Strong listening skills with a commitment to delivering exceptional customer service.
• Experience administering and troubleshooting Active Directory.
• Experience administering and providing basic support for Microsoft 365 environments.
• Working knowledge of networking concepts and troubleshooting.
• Basic understanding of cybersecurity principles and best practices.
• Experience supporting Windows and macOS operating systems.

Pay

The salary range for this position is $70,000 - $90,000 annually, commensurate with experience.

Schedule

This is an on-site, full-time opportunity located in Knoxville, TN.