Engineer Management

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• Provide first-level technical support via phone, email, and ticketing system.
• Troubleshoot hardware, software, network, and application issues.
• Log, track, and manage incidents and service requests using ITSM tools (e.g., Service Now).
• Escalate unresolved issues to appropriate support teams.
• Maintain documentation and knowledge base articles for common issues and resolutions.
• Support onboarding/offboarding processes including account setup and access provisioning.
• Monitor system alerts and respond to outages or performance issues.
• Ensure compliance with ITIL processes including Incident, Request, and Change Management.
• Participate in major incident response and post-incident reviews.
• Collaborate with IT teams to improve service delivery and user experience.

• Associate’s or Bachelor’s degree in Information Technology or related field.
• 2+ years of experience in a technical support or service desk role.
• Proficiency with Windows OS, Microsoft Office 365, Active Directory, and remote support tools.
• Experience with ITSM platforms such as Service Now or HEAT.
• Strong understanding of networking basics, VPN, and FTP protocols.
• Excellent communication and customer service skills.
• Ability to prioritize tasks and work under pressure.
• Familiarity with ITIL framework and service desk metrics.

$56,000 to $60,000 per year

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