IT Support Engineer

JOB TITLE : IT Support Engineer

DEPARTMENT : IT

REPORTS TO : North America IT Manager

FLSA : Non-Exempt

STATUS : Full Time

DIRECT REPORTS : None

LOCATION : In office- Centennial, Colorado

COMPENSATION : $80k to $102k

WHO WE ARE :

Global OEM of food and fruit processing equipment and systems. Significant presence and brand recognition within our target markets and industries with a strong emphasis on total customer satisfaction and new product development.

An organization with aggressive growth and cultural change objectives driven by innovation, continuous improvement, and entrepreneurial contributions.

POSITION SUMMARY & RESPONSIBILITIES :

• Provide technical support to clients via phone, email, or in-person, ensuring that all requests are responded to promptly and professionally.
• Ensure all support requests are entered into the helpdesk system, ensuring that they are properly documented and closed out in a timely manner.
• Troubleshoot and resolve or escalate hardware and software issues, including network connectivity, wireless, VPN, printing, and software application errors.
• Install and configure software, ensuring the correct procedures are followed.
• Configure new user accounts and manage existing user accounts through their lifecycle across multiple systems.
• Conduct user on-boarding inductions, either face to face or remote.
• Collaborate with the Global IT Team and external vendors to resolve complex technical issues and ensure that clients receive the best possible support.
• Produce user training guides and videos as required.
• Provide training and support to clients on the use of various software applications and systems.
• Stay up to date with the latest technologies and best practices in IT support and customer service.
• Available for off-hours emergencies.
• All other duties as assigned.

WHAT IT TAKES TO BE SUCCESSFUL :

• Demonstratable of experience in a customer-focused IT support role with a multinational user base
• Ability to speak another language, especially Spanish would be a real plus.
• Strong technical skills, including experience with Microsoft Windows operating systems, Microsoft Office Suite, network protocols, and hardware troubleshooting.
• Good knowledge of Microsoft 365 support and administration
• Excellent customer service skills, with the ability to communicate technical information to non-technical users in a clear and concise manner.
• Strong problem-solving skills, with the ability to think creatively to solve complex technical issues.
• Experience with remote support tools, such as RDP, VPN, and remote desktop applications
• Excellent time management skills and the ability to prioritize and work independently as well as part of a team.

WHAT WE OFFER :

• Opportunity to directly impact long term organizational performance and growth.
• Retirement
• Engaging and progressive culture
• Daily opportunity to influence "how the work gets done" and business performance
• Market leading benefits (Medical, Dental, Vision, Life, STD, LTD, FSA, 401K, Tuition Assistance)
• 10 Company Paid Holidays
• Generous paid time off program

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.

They are not intended to be an exhaustive list of all responsibilities, duties, and requirements. Scheduling flexibility is required to accommodate changing business needs.

Atlas Pacific Engineering Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.