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Support Engineer
Support EngineerAssuranceAmerica • Atlanta, GA, US
Support Engineer

Support Engineer

AssuranceAmerica • Atlanta, GA, US
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Overview

Support Engineer position with AssuranceAmerica. The Support Engineer will provide hardware, software, network and telephony support and problem resolution for desktop, laptop, phones and printer systems throughout the organization. Support is provided via phone and in person for on-site, remote and customer resources.

Responsibilities

  • Support associates and outside agents as needed for problem resolution of desktop, laptop, phone and printer technical issues. Effectively solve support problems in the required time frame and follow up on unresolved calls daily until completed.
  • Maintain a high level of customer service. Utilize ticketing software to track IT support needs and capture problems and solutions for reference as well as training needs. Proactively communicate to end user's information on possible company-wide support issues, providing estimated time of resolution.
  • Set up and deploy PCs and peripherals according to departmental standards. Deliver and perform setup and deprovisioning for associates.
  • Participate in projects relating to special needs (e.g., moves, transfers, reorganization). Work with cross-functional teams to assist in the implementation of information technology. Assist in training of associates and developing training materials.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Software / Technical Abilities

  • Microsoft Windows, all supported versions
  • Microsoft Office 365, all supported versions
  • Remote Administration Utilities
  • Desktop antivirus / antimalware software
  • PC setup and configuration
  • Strong phone skills
  • Experience with Active Directory, DHCP, DNS, server roles and services
  • Active Directory User Setup and Management
  • Asset management
  • Network LAN / WAN experience : TCP / IP / Subnet, VLAN
  • Azure Cloud experience a plus

    • About You

  • Bachelor's degree in Information Systems or related field or experience commensurate with four-year college degree
  • Minimum of 2 years' experience in a Help Desk role demonstrating the ability to work in most aspects of Help Desk support in accordance with acceptable practices and standards
  • Technical certifications or training in personal computer hardware / software desirable
  • Strong communication and analytical ability to interact with associates, managers, agents and vendors
  • Strong customer service and communication skills
  • Strong interpersonal skills
  • Ability to meet deadlines and demonstrate strong time management skills
  • Ability to manage multiple priorities for multiple managers or department staff and work independently
  • Ability to interact with a wide range of users with varying levels of computer expertise
  • Must meet company guidelines for attendance and punctuality

    • About Us

  • We are direct, results-driven, and dedicated to the success of our business and each other
  • We are a diverse group of thinkers and doers
  • We offer opportunities to grow in your professional skills and career
  • We fight homelessness by directing 5% of earnings from each policy to organizations that help those in need (Generous Policy)

    • What We Offer

  • Benefits : Premium healthcare plans for full-time and eligible part-time associates, including Medical, Dental, Vision, Voluntary Life, Flexible Spending Accounts, and a Health Savings Account
  • Employer Paid Benefits : Group Life and AD&D Insurance, Short- and Long-Term Disability Plans, Employee Assistance Program, Travel Assist, and Benefit Resource Card (Teladoc, Pet Insurance, Health Advocate)
  • 401(k) Employer Match : 100% match of the first 4% of contributions for eligible associates
  • Engagement events and annual learning credits to support professional development
  • Paid Time Off (PTO), Parental Leave Pay, Volunteer Time Off (VTO), Bereavement Pay, Military Leave Pay, and Jury Duty Pay

    • J-18808-Ljbffr

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    Support Engineer • Atlanta, GA, US