IT Support Engineer

The IT Support Engineer plays a crucial role in providing technical support to end-users within an organization. The primary responsibility is to address and resolve IT-related issues, ensuring that employees can effectively utilize technology resources. This role involves a combination of technical expertise, customer service skills, and problem-solving abilities. Looking for a team player with strong communication skills, good customer service, and experience working closely with all facets of IT Operations to address issues., * Respond to user inquiries and technical issues via phone, email, or in-person.

• Diagnose and troubleshoot hardware, software, and network-related problems.
• Guide users through step-by-step solutions and provide remote assistance when necessary.
• Install, configure, and upgrade hardware and software components.
• Perform routine maintenance tasks, such as system updates and patches.
• Collaborate with other IT teams for more complex system changes.
• Assist in the procurement process for IT hardware and software.
• Perform Admin duties in O365 and Microsoft Office Suite.
• Maintain an inventory of IT assets and licenses.
• Troubleshoot phone issues, migrating from one provider to another (NICE).
• Support NICE CXONE migration during M&A.
• Implement and enforce security protocols to safeguard information and systems.
• Log and track support incidents using a ticketing system.
• Prioritize and escalate issues based on their urgency and impact on business operations.
• Ensure timely resolution of incidents and adherence to service level agreements (SLAs).
• Collaborate with other IT departments to address cross-functional issues.
• Conduct user training sessions to enhance employees' IT literacy and self-help capabilities.
• Create documentation and knowledge base articles for common issues and solutions.

Do you have experience in VoIP administration?, Do you have a Bachelor's degree?, * Bachelor's degree in computer science, Information Technology, or a related field.

• Previous experience in a helpdesk or technical support role is advantageous.
• Proficiency in VoIP phone applications, familiarity with hardware components, networking concepts, and experience with common office software.
• Experience related to Caller Branding. (First Orion, Caller ID Reputation)
• Experience in MDM systems.
• Experience in O365 Administration.
• Experience in ITSM and ITAM.
• Strong interpersonal and customer service skills with the ability to communicate technical concepts to non-technical users.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Ability to work collaboratively with other IT professionals and departments.
• Excellent communication and interpersonal skills.
• Ability to work under pressure, often in a deadline driven environment.
• Ability to perform several tasks concurrently with superior attention to detail.

Preferred Skills:

• Experience with IP Phone Systems like NICE
• Experience in Call branding.
• Experience in MDM (Ivanti and Intune)

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