Technical Support Engineer

About The Role

Please make an application promptly if you are a good match for this role due to high levels of interest.

The Technical Support Engineer will provide end user support for approximately 75 dispersed end users and executives throughout the corporate and sales Hawaii offices.

In addition to local user support, you will help maintain the office's server and network infrastructure while collaborating with the service desk and network team as well as all local IT vendors.

A customer-first philosophy is a must while striving to provide great service and support.

What You Will Do

• In-person and remote support for all Ward employees’ laptops, phones, tablets, and computers. This includes having experience with hardware setup and troubleshooting of Microsoft Windows 10 / 11 and Apple OS system.
• Respond to all Helpdesk tickets for The Ward office and other locations while adhering to all SLA requirements.
• Work on documenting all new processes while identifying pain points to develop workflows with IT Manager.
• Have experience supporting AV equipment for presentation and executive guest needs.
• Assist with device provisioning and account administration for all onboarding and offboarding staff requests.
• Ensure proper compliance and infrastructure security processes are followed.
• Adapt to fast-changing tasks that come up and be able to prioritize all requests.
• Assist with relocating computer equipment throughout the building.
• Understand basics of LANs, WANs, and Wireless Networks.
• Give excellent attention to detail while producing high-quality and accurate work within designated deadlines.
• Ability and internal drive to demonstrate a positive, winning attitude and a strong work ethic in the performance of all job responsibilities.

About You

• Bachelor's / Associate degree in computer information systems or related field from an accredited institution.
• Experience with Microsoft Active Directory, Exchange, O365 administration, and mobile device management tools is desirable.
• General knowledge of networking, AV, and server and data closet design and support.
• White glove executive-level support for all execs and visiting guests.
• At least 5 years of experience in an IT service desk or related field.
• Working knowledge / experience with workstations, laptops, printers, smartphones, and tablets.
• Working knowledge / experience of PC imaging tools, diagnosis and remote-control tools, documentation, and ticketing.
• Excellent troubleshooting, problem-solving, & root cause analysis skills.
• Excellent customer service skills - Must be able to interact in person with customers who are experiencing network / technology-related issues.
• Ability and willingness to share knowledge with, lead, and mentor team members.
• Excellent working knowledge of Microsoft and Apple operating systems.
• Strong cognitive understanding and development of policy and procedures.
• Strong organizational and time management skills with the ability to prioritize and manage multiple tasks in a high-energy environment.

Strong interpersonal skills and the ability to create and maintain solid working relationships at all levels across the organization and externally.

• Professional appearance and demeanor.
• Work with HHC corporate IT to incorporate any applicable standards across technologies.
• Good oral and written communications skills.

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