The IT Support Engineer is responsible for advanced installation, configuration, and support of Windows-based computers, network devices and services, software and mobile devices. MacOS and Linux experience is a plus. This position requires at least 5 years of recent IT support experience including extensive use of backup systems, internet and cloud technologies, cybersecurity tools and techniques. A strong commitment to exceptional customer service, professionalism, and teamwork is expected in addition to demonstrated 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 2+ customer support both remotely and on-site.
- Monitor computers and network devices.
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, troubleshoot, and configure standard applications like email clients and web browsers.
- 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:
- Monitor endpoint security for detections and updates.
- 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 IT policy audits.
Qualifications:
- Five years of relevant experience.
- Proven technical aptitude.
- Strong customer service skills.
- Strong written and verbal English communication skills.
- CompTIA A+ and Network+ certification or equivalent.
- 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.
Work Environment:
- Fulltime, day shift, Monday-Friday
- Primarily remote. Some onsite and inhouse work required local candidates.
- After-hours, weekends, and on-call rotation required.
Flexible work from home options available.
