Technical Support Engineer

The Role

Working as part of the IT team the IT Support Engineer will troubleshoot problem areas (in person, by telephone or via e-mail) in a timely and accurate fashion and provide end-user assistance when required. Using the solutions database, known workarounds, and prior experience the successful candidate is encouraged to provide L2 support when capable to do so or will escalate to the Infrastructure Team to resolve support requests.

Key Responsibilities include:

• Provide L1 & L2 Technical support to internal stakeholders.
• Respond to incoming calls and e-mails regarding information technology problems.
• Perform hands-on fixes at the desktop & O365 level.
• Installing hardware and configuring systems and applications (re-imaging devices).
• Perform basic network administration tasks.
• Communicate with third-party support.
• Diagnose and perform on-site installations, repairs, maintenance, and tasks.

Your Profile

You will be an impressive IT specialist with experience working at a helpdesk/service desk. You will show a high level of written communication skills, including the ability to communicate complex information in a clear and succinct manner.

In addition, you will ideally be able to demonstrate:

• IT support experience across MS Applications and O365.
• Working technical experience with Microsoft Windows, Active Directory, Exchange, DHCP/DNS, LAN/WAN.
• Exceptional customer service orientation.
• Highly organized and able to manage own time effectively, with the ability to achieve deadlines and prioritize work according to conflicting demands.
• Experience with a Helpdesk or Ticketing System is highly desirable.