IT Support Engineer

The IT Support Engineer is responsible for advanced installation, configuration, and support of Windows-based computers, mobile devices, and software as well as network devices and services. MacOS and Linux experience is a plus but not required. This position requires experience in backup systems, internet and cloud technologies, and cybersecurity tools and techniques. A strong commitment to exceptional customer service, professionalism, and teamwork is expected in addition to strong technical aptitude.

Service and Helpdesk Support:

?Monitor cloud and local backup solutions and troubleshoot failures.

?Triage and manage helpdesk tickets, initiate appropriate remedial actions.

?Provide tier one and two customer support both remotely and on-site.

?Manage third-party vendor support as needed.

?Monitor managed computers and network devices for uptime and error conditions.

?Monitor endpoint security for detections and updates.

Installation, Configuration, and Maintenance:

?Server installation, configuration, and troubleshooting, including SharePoint, Google Workspace, and Synology NAS.

?In-depth Windows computer imaging and configuration, including automated deployment.

?Install, license, configure, and maintain common software packages like MS Office, Adobe, and QuickBooks.

?Support and troubleshoot and configure standard applications such as email clients and web browsers.

?Patch and update operating systems and applications for servers and client workstations.

?Internet domain registration and DNS name server setup including renewals and transfers.

?Install and configure printers, scanners, and other peripherals.

?Perform mobile device setup, app installation, and troubleshooting.

?Provide end user training, coaching, and how-to documentation.

Network design, installation, and support:

?Comprehensive installation, management and troubleshooting of internet gateways, firewalls, routers, and other network devices.

?Advanced network device installation, configuration, and troubleshooting, including VLAN, VPN, and SD-WAN.

?Advanced wireless access point installation, configuration, and troubleshooting, including mesh.

?Internet service deployment and troubleshooting, fiber, coax, static addressing, DNS.

?Intermediate cloud infrastructure, including VPS, S3 storage.

?Intermediate Remote desktop (RDP/RDS) support, including license management and RemoteApp.

?Intermediate IP telephony support and troubleshooting.

Security:

?Configure Windows authentication options.

?Configure and troubleshoot various MFA systems, including biometrics.

?Intermediate endpoint management, including malware remediation, vulnerability settings.

?Intermediate Windows security, including BitLocker and Windows Firewall.

Additional Duties:

?Create and maintain procedural and asset documentation.

?Actively participate in project meetings, reviews, and team training.

?Actively look for ways to improve efficiency and reduce manual labor and turn-around time.

?Conduct compliance checks and conduct IT policy audits.

Qualifications:

?Five years of relevant experience.

?Proven technical aptitude.

?Strong customer service skills.

?Strong written and verbal English communication skills.

?High school graduate or equivalent.

?CompTIA A+ and Network+ certification or equivalent.

?Maturity and professionalism in all client and team interactions.

?Ability to manage confidential and private materials with discretion and integrity.

?Willingness to learn and apply company standards.

?Ability to adapt to changing priorities and switch between multiple tasks as needed.

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