IT Support Engineer

About the role

The IT Support Engineer provides support to employees experiencing technical problems and performs troubleshooting, problem diagnosis, resolution, and escalations. In-depth knowledge and hands-on experience with system and server administration and virtualization experiences are required. Area of expertise for this position includes Microsoft technologies, VMware virtualization, Citrix VDI, Linux and storage. Prior experience supporting L1 and L2 requests in IT would be helpful for this position.

Responsibilities

• Responds to requests for technical assistance
• Diagnoses and resolves technical hardware and software issues where applicable
• Research questions using available information resources
• Acts as an escalation resource for helpdesk support and advises on appropriate solutions
• Follows standard support procedures, provides troubleshooting guidelines, and assists with issue analysis and resolution
• Logs all system/infrastructure change and support interactions
• Assist with infrastructure and service deployment for new applications, including configuration, validation, and post‑deployment support
• Creates documents for users, staff, consulting personnel, and developers
• Compares, evaluates, and assists in implementation and integration of new technologies into the computing environment
• Administers and performs assessment of standard software

Requirements

• Approximately 8+ years of experience in IT support, systems administration, or IT engineering, with experience handling increasingly complex technical issues in enterprise environments
• Excellent knowledge of Windows Operating systems
• Knowledge of Active Directory (AD) & Domain Controller Administration including DNS and GPO management in a multi-site environment
• Experience with building and administering Windows servers and accompanying infrastructure, maintaining capacity and performance in enterprise environment
• Candidates must possess experience with both Windows and Linux mixed environments
• Experience supporting security incident investigations and remediation efforts, and escalating incidents according to established security policies
• Ability to multi-task in a dynamic environment with changing priorities
• Understanding of NAS\SAN Storage, Replication, load balancing, and LAN\WAN Technologies
• Work with vendors and perform upgrade/installation related activities, analysis and troubleshooting issues to provide resolution and execute on any new enhancement as required by business
• Experience and knowledge administering workflows and issue schemes in Jira Software and Confluence
• Strong customer service skills with the ability to communicate effectively are required
• Collaborative IT professional with strong troubleshooting, research, documentation, and multitasking skills, able to work effectively with cross-functional teams and varying technical skill levels in a fast-paced environment
• Excellent English communication skills, both written and verbal are required

Qualifications

• BS in Computer Science or equivalent preferred

Skills

• Experience with Infrastructure – virtual environment, VDi, Citrix Netscalar, Backup& Restore, disaster recovery and business continuity, is a PLUS
• Experience with automation scripting, such as Windows server Powershell, MS Exchange Cmdlets, Windows Server 2016, 2019, and 2022, is a PLUS

Pay

Annual base salary for this role in California, US is expected to be between $110,000 - $135,000. Actual pay will be determined on a number of factors such as relevant skills and experience, and the pay of employees in the similar role.