4635 - Tech Support Engineer

Job Description

The Tech Support Engineer's role is to maintain and improve the users' productivity while providing the customers with a good experience when they request support. This includes analyzing and resolving end-user hardware and software issues in a timely and accurate fashion, providing end-user training where required, and gaining an understanding of the users' needs and work habits so IT can proactively deploy appropriate services and tools leading to increased productivity. The Tech Support Engineer serves as an IT ambassador, advocator, and technology consultant to the business and works on building a trusted relationship with the user community.

Responsibilities

• Establish a strong relationship with the business stakeholders, the General (Office) Manager, and the direct supervisor.
• Monitor work orders and incident management system to ensure timely resolution to all tickets.
• Manage, troubleshoot and resolve cases with standard, high, and critical severities.
• Assist with process improvements for the Corporate IT User Support Operations.
• Conduct onboarding and offboarding employees including administering and maintaining end-user accounts, permissions, and access rights.
• Support VPN connectivity software preferably with ForiToken security key.
• Support remote users through a variety of connectivity options ranging from LogMeIn Remote Access to VPN to VDI as requirements mandate.
• Interact with Corporate IT NOC, Corporate IT Telecom, Corporate IT Ops / Apps, and vendor's technical support group as needed to further enhance streaming performance and help troubleshoot system outages.
• Work with various Corp IT groups to test and deploy desktop automation initiatives and business applications.
• Investigate alerts created by IDS / IPS including malicious file uploads, compromised servers, and port scanning.
• Document procedures as needed.
• Responsible for site's hard asset management and works with the Lead to establish and update procurement thresholds.
• Responsible for office conference room support which includes maintaining, troubleshooting, and supporting AV systems.
• Image computers.
• Ensure network connectivity of all workstations.
• Administer all IT equipment, hardware, and software upgrades / refresh.
• Work on special projects.

Knowledge & Experience

Education & Certification

Additional Information

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