Technology Support Engineer

About the role

The Technology Support Engineer provides high-quality desk-side service, technical support, and troubleshooting assistance to internal and external partners. Responsibilities include installing, maintaining, and repairing computers, devices, peripherals, and networks.

Responsibilities

• Support the IT Operations function with goals of Run, Maintain, and Sustain.
• Handle incidents related to computers, software applications, network connectivity, mobile devices, and other related technology.
• Manage a queue of requests, accurately enter information into ticketing systems, and complete follow-up on incidents and requests.
• Set up hardware and configure software and peripherals.
• Maintain and repair technology equipment (PCs, printers, phones, audio-video systems, etc.).
• Follow prescribed troubleshooting procedures, manage communications, and escalate appropriately to supporting IT teams.
• Perform operating system installation, upgrade, configuration, and security patch deployments using enterprise software distribution platforms.
• Champion collaboration across IT and business functions.
• Independently contribute to team objectives.
• Mentor, support, and cross-train other Technology Support Engineers and Service Desk Technical Analysts.
• Monitor systems for availability, capacity, and performance utilizing monitoring tools and dashboards.
• Contribute suggestions for new products, services, and processes to ensure best in class customer service.
• Contribute to self-service knowledgebase, operational procedures, and documents.
• Consistently demonstrate professionalism in all interactions.
• Execute business communication on system planned maintenance, incident status notifications, and other customer communications.
• Perform physical implementation and changes in coordination with IT Services provider and in adherence with change approval process where applicable.
• Attend work as scheduled on a consistent and regular basis.
• Perform other related duties as assigned.

Requirements

• At least 21 years of age.
• Proof of authorization to work in the United States.
• Bachelor’s degree in information technology, computer science, or a related field (or equivalent experience).
• Must be able to obtain and maintain any certification or license, as required by law or policy.
• CompTIA A+ certification or ITIL certification preferred.
• Understanding of ITIL and IT Service Management.
• 5 years of diverse technical support experience with PCs, networks, mobile devices, peripherals, and user account management.
• Proven experience professionally engaging with stakeholders across all levels of the organization, including peers and executive leadership.
• Able to work varied shifts, including nights, weekends, and holidays.
• Expertise in Windows, MAC, and Linux operating systems, Active Directory, and productivity applications.
• Expertise in WIFI configuration, conference room A/V technologies, physical access controls, connectivity to cloud services, internet circuit, identity administration and permission.
• Good knowledge of internet security and data privacy principles.
• Attention to details: excellent organizational and time management skills.
• Strong analytical and problem-solving skills.
• Strong communicator who can explain complex technical concepts to both IT management and business stakeholders in a consumable fashion.
• Demonstrated experience building cross-functional partnerships.
• Willing to work with remote teams in different geographies and time zones.
• Effective written and verbal communication skills in English.
• Strong interpersonal skills with the ability to communicate effectively and interact appropriately with management, other Team Members and outside contacts of different backgrounds and levels of experience.

Qualifications

• Must be able to lift or carry 30 pounds, unassisted, in the performance of specific tasks, as assigned.
• Physically access assigned workspace areas with or without a reasonable accommodation.
• Utilize laptop and standard keyboard to perform essential functions of the job.