Information Technology Support Engineer

The Support Engineer diagnoses and troubleshoots software and hardware problems and helps employees install applications and programs. Responsibilities include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support.

• Use email and chat applications to give employees quick answers to simple IT issues.
• Contact employees via phone and/or provide clear, written instructions and technical manuals for complex problems that require nuanced instruction.
• Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to employees regarding status of issue/request resolution.
• Ensure proper recording and closure of all issues.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Maintain good relationships with employees.
• Uphold company values throughout business practices and use sound judgment in decision making.
• Perform any other duties as may be required by management based on the needs of the business.

• A minimum of 1-3 years of experience in a related role.
• Proven work experience as a Technical Support Engineer or similar role.
• Experience with Windows, Linux, and Mac OS environments.

• Relevant Bachelor's degree in a related field.

• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and help desk software (e.g. Zendesk).
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help both written and verbal.