IT Support Engineer

The IT Support Engineer is responsible for advanced installation, configuration, and support of Windows-based computers, network devices and services, software and mobile devices. MacOS and Linux experience is a plus. This position requires at least 5 years of recent IT support experience including extensive use of backup systems, internet and cloud technologies, cybersecurity tools and techniques. A strong commitment to exceptional customer service, professionalism, and teamwork is expected in addition to demonstrated technical aptitude. Service and Helpdesk Support:

• Monitor cloud and local backup solutions and troubleshoot failures.

• Triage and manage helpdesk tickets, initiate appropriate remedial actions.

• Provide tier 2+ customer support both remotely and on-site.

• Monitor computers and network devices.

Installation, Configuration, and Maintenance:

• Server installation, configuration, and troubleshooting, including SharePoint, Google Workspace, and Synology NAS.

• In-depth Windows computer imaging and configuration, including automated deployment.

• Install, license, configure, and maintain common software packages like MS Office, Adobe, and QuickBooks.

• Support, troubleshoot, and configure standard applications like email clients and web browsers.

• Update operating systems and applications for servers and client workstations.

• Internet domain registration and DNS name server setup including renewals and transfers.

• Install and configure printers, scanners, and other peripherals.

• Perform mobile device setup, app installation, and troubleshooting.

• Provide end user training, coaching, and how-to documentation.

Network design, installation, and support:

• Comprehensive installation, management and troubleshooting of internet gateways, firewalls, routers, and other network devices.

• Advanced network device installation, configuration, and troubleshooting, including VLAN, VPN, and SD-WAN.

• Advanced wireless access point installation, configuration, and troubleshooting, including mesh.

• Internet service deployment and troubleshooting, fiber, coax, static addressing, DNS.

• Intermediate cloud infrastructure, including VPS, S3 storage.

• Intermediate Remote desktop (RDP/RDS) support, including license management and RemoteApp.

• Intermediate IP telephony support and troubleshooting.

Security:

• Monitor endpoint security for detections and updates.

• Configure and troubleshoot various MFA systems, including biometrics.

• Intermediate endpoint management, including malware remediation, vulnerability settings.

• Intermediate Windows security, including BitLocker and Windows Firewall.

Additional Duties:

• Create and maintain procedural and asset documentation.

• Actively participate in project meetings, reviews, and team training.

• Actively look for ways to improve efficiency and reduce manual labor and turn-around time.

• Conduct compliance checks and IT policy audits.

• Five years of relevant experience.

• Proven technical aptitude.

• Strong customer service skills.

• Strong written and verbal English communication skills.

• CompTIA A+ and Network+ certification or equivalent.

• Ability to manage confidential and private materials with discretion and integrity.

• Willingness to learn and apply company standards.

• Ability to adapt to changing priorities and switch between multiple tasks as needed.

Work Environment:

• Fulltime, day shift, Monday-Friday

• Simple IRA Retirement with Match
• Competitive salary
• Health insurance
• Home office stipend
• Opportunity for advancement
• Paid time off
• Training & development