IT Infrastructure Support Engineer-IT

JOB SUMMARY

ICL’s IT Infrastructure Support Engineer, contributes to the day-to-day deployment, management, monitoring, maintenance, support, and incident response for ICL’s IT infrastructure. Network infrastructure includes but is not limited to, cloud services, firewalls, switches, wireless access points, cabling, security cameras, telephony systems and workstation and server endpoints. This position part of a team that delivers excellent IT service and support by phone, in-person and through remote support tools to staff throughout ICL's locations in the New York City area.

• Provide tier 1 and 2 support by phone, online and in-person through visits to NYC area locations.
• Follow established procedures to resolve common IT support requests.
• Provision and prepare IT equipment for staff.
• Maintain IT records, including asset management.
• Participate in on-call after-hours rotation schedule.
• Work with users to elicit the objectives behind their request and provide great customer service.
• Maintain a clean and well-organized work environment.
• Stay current with technology trends and continuously develop technical skills.
• Contribute to the development, maintenance, and enforcement of ICL technology-related policies and procedures.
• Manage IT projects as assigned by supervisor.
• Communicate with staff on a proactive basis regarding IT changes and incidents that affect them.
• Work on tasks and projects as assigned by supervisor.

• Committed to equity, diversity, inclusion and belonging, and active promotion of the ICL values and goals.
• Providing exceptional customer service.
• Using Microsoft Windows and Office.
• Performing basic hardware and software installation and troubleshooting.
• Collaborating with a team.
• Utilizing strong written and verbal communications.
• Strong organization and time management skills are required.
• Strong leadership and ability to work independently and lead projects is required.
• Works cooperatively with other staff members.
• Data-driven understanding of identifying and addressing problems.
• Creative thinker, energized by complex problem solving.
• Passion for using information technology to optimize user experience.
• Physical ability to perform tasks such as bending, reaching, and/or lifting for extended periods of time.

• CompTIA A+, Network + or other technical trade certification.
• Performing advanced Windows, TCP/IP networking, and hardware troubleshooting.
• Experience:
  • Managing Microsoft Active Directory networks.
  • Managing firewalls, switches, WAPs and SDWANs.
  • Managing Enterprise-level VoIP solutions.
• Bachelors’ degree or the equivalent combination of education and experience is required

Equal Opportunity Employer
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