Information Technology Support Engineer

Job Title : IT Support Engineer

Job Type : Full-Time

The IT Support Engineer is accountable for tasks related to IT support and delivery. This includes, but is not limited to hardware, software, telephony support, vendor oversight as it relates to end users, infrastructure, and applications. Work with contracted suppliers on delivery of IT services and collaborate on technical direction. This position requires being on-call and occasional but infrequent out-of-town travel.

IT Support Engineer Job Duties :

Respond as First Point of Contact for support related issues and service requests while providing quality and courteous customer service

Guidance and collaboration with vendors contracted to provide support and deliver solutions

Asset and Licensing Lifecycle Management

SaaS and cloud application’s administration and support

Create and follow processes and procedures for corporate and vendor usage

Create Work Instructions

User account management

Develop and provide training to users on best practices and use of products and tools

Workstation builds for new users and refreshes following standard procedures

Project delivery within timelines, plans, and oversight on assigned efforts

Research and evaluate new technologies and propose new solutions

Participate in the testing and debugging of programs and systems. Oversee implementation, coordinate testing, and system performance validation

Document functional and non-functional requirements for technology solutions. Review, evaluate, and document existing systems

Procurement of equipment and software through approved vendors

Log requests, problems, and resolutions. Collaborate and proactively resolve and / or escalate while keeping customers actively informed

Effectively communicate with end users, peers, and management.

Perform quality audits of vendor’s work, review results with management

Manage and ensure server backups and replication success

Assist with gathering metrics and preparing status reports

Maintain operational availability of computer-related equipment and IT resources; identify and implement processes to improve operational availability

Ensure patch management

Monitor health and service availability

Coordinate server, network and / or application upgrades and maintenance

Provide basic administration and support of enterprise telephony solution

IT Support Engineer Skills and Qualifications :

2 Year degree or equivalent experience

Minimum of 4 years relevant experience in hardware and software troubleshooting / support and customer service support

Excellent interpersonal and collaborative skills

Excellent verbal and written communications

Effective organization and time management skills

Excellent knowledge sharing techniques

Experience with formal project delivery

Ability to prioritize and manage multiple tasks

Strong attention to detail

Experience with build, management, and support of Windows 11

Experience with Office 365 account administration

Experience with mobile device support through an MDM a plus :

iPad / iPhone

Apple ID usage in a corporate setting

Windows devices

Experience with backup and replication solutions

Experience troubleshooting network issues including : DHCP, DNS, CMD line tests, port testing and Wi-Fi.

Experience with role-based access controls

Working knowledge of hardware and applications including, but not limited to : Windows Server OS, Virtualization, MS Office, Active Directory, computer imaging software, VoIP systems, endpoint security, encryption, PC’s, printers, and other networked equipment

Demonstrated Asset Lifecyle Management experience (hardware and software)

MS Azure or AWS experience a plus

ITIL experience a plus

Agile experience a plus

Experience with Network devices (Firewalls, routers, switches) is desirable

Required Travel :

Occasional travel to other Cranemasters locations; travel for support, conferences, teach-outs / training workshops, or meetings.

Required Certifications and Licenses :

Valid Driver's License