Support Engineer

The Support Engineer will serve as the first line of technical support for the organization, ensuring timely and effective resolution of end-user issues. This role is also responsible for contributing to documentation, internal process improvement, and the development of internal support tools that enhance IT service delivery., Provide Tier 1 support for hardware, software, and network issues across the organization.

Respond to and resolve help desk tickets in a timely and professional manner.

Assist in the configuration and deployment of ManageEngine, NITRO, and Auvik.

Document support procedures, troubleshooting steps, and knowledge base articles.

Collaborate with the Network Engineer and Junior Developer to improve internal IT tools and workflows.

Participate in onboarding and offboarding processes for employees.

Support inventory management and asset tracking for IT equipment.

Preferred Experience

Exposure to ITSM platforms like ManageEngine.

Experience with scripting or automation tools (e.g., PowerShell, Python).

Familiarity with network monitoring or endpoint management tools.

CompTIA Network+

Utilization Breakdown

End-user Support 40%

Documentation 20%

Internal Support Tool Development 20%

Other (training, meetings, etc.) 20%

Performance Evaluation & Incentive Structure

Bonus Potential: Target bonus of up to 10% of base salary, based on quarterly KPI performance and annual evaluation.

2+ years of experience in IT support or help desk roles.

Strong knowledge of Windows and macOS environments, Microsoft 365, and common business applications.

Familiarity with ticketing systems and remote support tools.

Excellent communication and customer service skills.

Ability to document technical processes clearly and concisely.