IT Services Engineer

IT Services Engineer

Requirements

• College degree in a related field
• At least 3-5 years of technical support experience
• Experience in troubleshooting and supporting macOSX, Windows OS, Mac hardware, and Windows hardware in an enterprise environment
• Knowledge of both Windows and Mac management software tools (Jamf Pro, Desktop Central, and Intune) or similar products
• Experience with tracking incidents and requests in an issue ticketing system (Freshservice, Jira, etc.)
• Experience with troubleshooting and supporting Windows and Mac machine imaging
• Experience with troubleshooting and supporting mobile devices (iOS, Android, Windows Mobile)
• Experience with supporting video conferencing tools and systems (Cisco Webex, MS Teams, GoogleMeet, Slack, etc.) and audiovisual equipment
• Working knowledge of peripheral hardware such as printers, monitors, fax machines, copiers, etc.
• Experience with Active Directory and Azure AD experience (resetting passwords, joining machines to the domain, extending accounts, etc.)
• Working knowledge of remote connectivity software such as RDP and Cisco VPN
• Experience with common networking concepts and basic networking troubleshooting and administration
• Experience writing clear, concise technical documentation and accurate, non-technical summaries
• Active listening and communication skills that support clear, concise idea-sharing and adaptability in a dynamic, hybrid work environment with a predominantly remote team

Responsibilities

• Provide technical support, including installing and configuring computer systems, diagnosing hardware and software faults, and solving technical and applications/tools problems in a dynamic, agile environment via multiple channels including email, phone, chat and in-person service
• Record the status of all incidents and requests using an issue tracking system (Freshservice)
• Regularly meet service standards and metrics for responsiveness and quality, maintaining high standards while addressing the 5,000+ issues reported annually
• Manage and support desktop hardware and software, ensuring consistent performance and quality standards across the organization
• Create and publish support content for troubleshooting and best practices that are accurate, high quality, engaging, and easy to comprehend for the benefit of the customer
• Perform new employee setups, orientations, and assist with departing employees
• Windows and Mac client software installations and upgrades including installing, configuring, and testing
• Collaborate with cross-functional teams to implement technical projects, ensuring alignment by understanding project dependencies and coordinating efforts to support successful outcomes
• Provide in-person and virtual training to team members and staff, ensuring skill development and knowledge transfer
• Partner with cross-functional teams to develop and deliver presentations that support shared goals, foster collaboration, and communicate key initiatives across the team
• Ability to travel and flex time between remote work and onsite work
• Ability to provide after-hours support with prompt response

Preferred Qualifications

• MCP
• Network+
• CompTIA A+
• AppleCare Mac Technician (ACMT)
• Scripting a plus