Technical Support Engineer

The Support Engineer is a vital technical professional who serves as the bridge between complex system solutions and the end-users who rely on them. The Support Engineer provides both reactive assistance and proactive maintenance, often tailoring support to the unique needs of each user. The role is a blend of technical expertise and required excellent customer service where technology is integral to success.

The Support Engineer role requires strong analytical skills to effectively analyze technical problems and identify patterns that can lead to recommending and implementing long-term solutions. Attention to detail is critical in ensuring that all aspects of an issue are considered and that solutions are thoroughly evaluated before being implemented. This meticulous approach prevents recurring problems and ensures a higher quality of service for end users.

Designs, develops, supports, and maintains the organization's systems infrastructure, including the implementation and design of hardware and software. Make updates to system-related installation documentation. Provide technical support to internal end-users for computer and phone-related issues. Solve problems quickly and effectively, while maintaining a courteous and tactful approach to internal customers. Responsible for maintaining end-point desktop protection from viruses and malware.

Has backup support responsibility for phone and call center systems. Supports all levels of staff. Good communications and a positive attitude are required.

High School Diploma, GED or equivalent certification required, college degree is a plus.

A recognized certification (A+, MCDST, MCITP, MCTS, Network +) is desirable.

3 to 5 years of applicable work experience is preferred.

• Proven ability to diagnose and resolve hardware and software issues on PCs and laptops.
• Advanced proficiency in Microsoft Office applications.
• Working knowledge of Windows Server and desktop operating systems.
• Experience using ITSM-based ticketing systems to manage and track support requests.
• Strong interpersonal and communication skills.
• Ability to collaborate effectively within a team environment, including partnering with colleagues to resolve technical issues and escalating matters when appropriate.
• Skilled in analyzing and interpreting employee support requests and providing timely, effective resolutions.
• Excellent written and verbal communication skills.
• Capable of working independently with minimal supervision.
• Demonstrates a professional, patient, and customer-focused approach when supporting staff