IT Support Engineer

The IT Support Engineer is responsible for advanced installation, configuration, and support of Windows-based computers, mobile devices, and software as well as network devices and services. MacOS and Linux experience is a plus but not required. This position requires experience in backup systems, internet and cloud technologies, and cybersecurity tools and techniques. A strong commitment to exceptional customer service, professionalism, and teamwork is expected in addition to strong technical aptitude.

Service and Helpdesk Support:

· Monitor cloud and local backup solutions and troubleshoot failures.

· Triage and manage helpdesk tickets, initiate appropriate remedial actions.

· Provide tier one and two customer support both remotely and on-site.

· Manage third-party vendor support as needed.

· Monitor managed computers and network devices for uptime and error conditions.

· Monitor endpoint security for detections and updates.

Installation, Configuration, and Maintenance:

· Server installation, configuration, and troubleshooting, including SharePoint, Google Workspace, and Synology NAS.

· In-depth Windows computer imaging and configuration, including automated deployment.

· Install, license, configure, and maintain common software packages like MS Office, Adobe, and QuickBooks.

· Support and troubleshoot and configure standard applications such as email clients and web browsers.

· Patch and update operating systems and applications for servers and client workstations.

· Internet domain registration and DNS name server setup including renewals and transfers.

· Install and configure printers, scanners, and other peripherals.

· Perform mobile device setup, app installation, and troubleshooting.

· Provide end user training, coaching, and how-to documentation.

Network design, installation, and support:

· Comprehensive installation, management and troubleshooting of internet gateways, firewalls, routers, and other network devices.

· Advanced network device installation, configuration, and troubleshooting, including VLAN, VPN, and SD-WAN.

· Advanced wireless access point installation, configuration, and troubleshooting, including mesh.

· Internet service deployment and troubleshooting, fiber, coax, static addressing, DNS.

· Intermediate cloud infrastructure, including VPS, S3 storage.

· Intermediate Remote desktop (RDP/RDS) support, including license management and RemoteApp.

· Intermediate IP telephony support and troubleshooting.

Security:

· Configure Windows authentication options.

· Configure and troubleshoot various MFA systems, including biometrics.

· Intermediate endpoint management, including malware remediation, vulnerability settings.

· Intermediate Windows security, including BitLocker and Windows Firewall.

Additional Duties:

· Create and maintain procedural and asset documentation.

· Actively participate in project meetings, reviews, and team training.

· Actively look for ways to improve efficiency and reduce manual labor and turn-around time.

· Conduct compliance checks and conduct IT policy audits.

Qualifications:

· Five years of relevant experience.

· Proven technical aptitude.

· Strong customer service skills.

· Strong written and verbal English communication skills.

· High school graduate or equivalent.

· CompTIA A+ and Network+ certification or equivalent.

· Maturity and professionalism in all client and team interactions.

· Ability to manage confidential and private materials with discretion and integrity.

· Willingness to learn and apply company standards.

· Ability to adapt to changing priorities and switch between multiple tasks as needed.

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