IT Support Engineer

Overview

Fairway Corp is a Morgan Stanley Capital Partners portfolio company and a leading provider of residential lawncare services, including weed control and fertilization, in addition to complementary services including irrigation, pest control and tree and shrub maintenance.

We are currently seeking an experienced IT Support Engineer to join our team.

An IT Support Engineer plays a crucial role in providing technical support to end-users within an organization. The primary responsibility is to address and resolve IT-related issues, ensuring that employees can effectively utilize technology resources. This role involves a combination of technical expertise, customer service skills, and problem-solving abilities. Looking for a team player with strong communication skills, good customer service and experience working closely with all facets of IT Operations to address issues.

Location: Plano, TX

Salary: 55,000 - 65,000 + Bonus

• Respond to user inquiries and technical issues via phone, email, or in-person.
• Diagnose and troubleshoot hardware, software, and network-related problems.
• Guide users through step-by-step solutions and provide remote assistance when necessary.
• Install, configure, and upgrade hardware and software components.
• Perform routine maintenance tasks, such as system updates and patches.
• Collaborate with other IT teams for more complex system changes.
• Implement and enforce security protocols to safeguard information and systems.
• Educate users on security best practices and assist in the remediation of security incidents.
• Assist in the procurement process for IT hardware and software.
• Maintain an inventory of IT assets and licenses.
• Log and track support incidents using a ticketing system.
• Prioritize and escalate issues based on their urgency and impact on business operations.
• Ensure timely resolution of incidents and adherence to service level agreements (SLAs).
• Collaborate with other IT departments to address cross-functional issues.
• Provide input on IT infrastructure improvements based on recurring problems.
• Conduct user training sessions to enhance employees' IT literacy and self-help capabilities.
• Create documentation and knowledge base articles for common issues and solutions.

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Previous experience in a helpdesk or technical support role is advantageous.
• Proficiency in troubleshooting Windows and Mac operating systems, familiarity with hardware components, networking concepts, and experience with common office software.