Sr. Support Engineer I

WHO YOU ARE:

As a Sr. Support Engineer I (Desktop Support Engineer), your role is to provide technical support and troubleshooting for hardware and software issues related to desktops, laptops, printers, and other peripherals. You will be responsible for ensuring the smooth operation of computer systems and assisting users with their technical needs. Your skills in operating systems, networking troubleshooting, IP configuration, and knowledge of various tools and systems will be essential in performing your duties effectively.

WHAT YOU’LL DO:

• Act as the first point of escalation for resolving all remote and on-site IT software, hardware, and wireless network connectivity issues including setup, connectivity, functionality, and update issues for Windows and macOS. Administer workstation hardening, encryption, anti-virus installation and configuration.
• Utilize problem-solving skills to identify and implement solutions promptly.
• Tackle multiple tickets at the same time, addressing urgency as it may arise, and delegating both
• internally and externally with our vendors & 3rd party suppliers.
• Conduct user training sessions to ensure efficient usage of standard software applications and systems.
• Maintain conference room hardware (including projectors, computing equipment, audio/visual, telephony, etc.)
• Utilize ITSM software to log or follow up on each customer request, update request status, and document resolution.
• Deploy software using tools like Intune, Jamf, and Kandji, ensuring seamless installation and configuration.
• Ensure proper software licensing and compliance with company policies.
• Utilize basic knowledge of TCP/IP networking to troubleshoot network connectivity issues.
• Collaborate with network administrators for advanced troubleshooting and resolution.
• Adhere to basic patch management procedures for workstations, ensuring system security and stability.
• Demonstrate a basic understanding of cybersecurity concepts regarding operating systems and company protocols.
• Adhere to cybersecurity best practices and assist in implementing security measures.
• Stay updated with the latest technology trends and advancements in the field.
• Manage & maintain IT asset inventory and software licensing, and work with management to ensure that systems and software are accurately recorded, tracked, and retired to 100% of accountability standards.
• Work towards achieving goals measured through KPIs.
• Deliver on IT Operations SLA response and resolution times guarantee.
• Regularly upkeep and maintain an organized IT storage and workbench.
• Regularly upkeep and maintain IT documentation and knowledge base according to styling, and grammatical guidelines.

 WHAT YOU’LL NEED:

• Should have a minimum of 5-6 years’ experience in IT Operations/Desktop support.
• Good Technical knowledge of IT Infrastructure, IT Operations, Hardware and Networking.
  Asset management, reporting/dashboard.
• Basic knowledge of servers (VMware, AD, DNS, DHCP, and file servers), SCCM, networks, and security.
• Excellent skill