Information Technology Support Engineer

The Onsite IT Support Engineer plays a crucial role in ensuring the seamless operation of IT services for our customers, primarily on-site. This customer-focused position involves handling and resolving technical issues through phone and email support, performing routine health checks, and monitoring network systems. The engineer will troubleshoot and resolve issues related to end-user support to assist with technical queries and ensure users can effectively utilize IT tools and systems, network, systems, security, cloud, and voice services.

By providing a "white glove" level of support, the Onsite IT Support Engineer is essential in maintaining high customer satisfaction and ensuring the reliability of IT services.

• Technical Support
  :
  Provide hands-on troubleshooting and resolution for hardware, software, and network issues for end-users, including desktops, laptops, printers, and mobile devices.
• System Maintenance
  :
  Install, configure, and maintain operating systems, software applications, and hardware components to ensure optimal performance.
• User Assistance
  :
  Respond to IT support tickets, assist users with technical queries, and provide training or guidance on IT tools and systems.
• Network Support
  :
  Monitor and troubleshoot local network connectivity, including Wi-Fi, LAN, and VPN issues, in collaboration with network teams.
• Hardware Management
  :
  Perform hardware repairs, upgrades, and replacements, and manage inventory of IT equipment.
• Security Compliance
  :
  Ensure systems adhere to organizational security policies, including applying patches, updates, and antivirus measures.
• Documentation
  :
  Maintain accurate records of issues, resolutions, and system configurations in a ticketing system or knowledge base.
• Onsite Presence
  :
  Provide direct, in-person support at client or office locations, escalating complex issues to higher-tier support when needed.
• Collaboration
  :
  Work with local and remote IT teams, vendors, and stakeholders to implement IT projects or resolve critical issues.
• Proactive Monitoring
  :
  Identify and address potential IT issues before they impact users, ensuring minimal downtime.

• Experience working across multiple disciplines (Servers, Desktop, Cloud, LAN, WAN, Voice)
• Knowledge of basic network troubleshooting
• Knowledge of basic Windows troubleshooting
• Ability to work independently without supervision
• Strong verbal and written communication skills
• This position will participate in an on-call schedule, providing after hours support as necessary

• Possess college degree or equivalent technical experience
• 3+ years’ experience in an IT position or support environment configuring and supporting various systems

This job description does not list all duties of the job. You may be asked by management to perform other duties.

Management has the right to revise this job description at any time. This job description does not constitute a contract for employment.