IT Technical Support Engineer

As an IT Technical Support Engineer, you will provide exceptional technical support to our local and remote employees and contractors. Candidates should have a good balance of technical and customer service skills and be passionate about technology and helping people. Strong customer service and troubleshooting skills are imperative, as is the ability to communicate technical information, both verbal and written to a wide range of end-users with varied technical skill levels. Works within a team that covers multiple geographies, using various communications channels to interact with the team and support users directly. Occasional travel and after-hours work may be required.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span>

<span data-ccp-props="{"335551550":6,"335551620":6,"335559739":0}"> </span>

Essential Functions and Responsibilities: <span data-ccp-props="{"335551550":6,"335551620":6,"335559739":0}"> </span>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Provides day-to-day technical support to employees for network infrastructure and internal systems software and hardware via support tickets, email, instant message, or phone. Installation, support, and upgrades of computer systems, including software and peripherals, and other related peripheral systems as it relates to the support of corporate IT systems and office facilities. <span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1">Follow up on outstanding requests and ensure timely resolution.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1">SNOW Support queue management and handling of more complex tickets (escalations). <span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335557856":16777215,"335559738":150,"335559739":0,"335559740":240}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="1">Participate in knowledge transfer and Internal KB management.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335557856":16777215,"335559738":150,"335559739":0,"335559740":240}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="5" data-aria-level="1">Large Meeting (All Hands/Town Hall), and event support.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335557856":16777215,"335559738":150,"335559739":0,"335559740":240}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="6" data-aria-level="1">Proactively identify opportunities to streamline and automate processes and leverage data-driven insights to continuously improve team performance.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="7" data-aria-level="1">Participate in managing and monitoring internal assets to ensure accurate inventory records.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="8" data-aria-level="1">Participate in the development and implementation of information technology and infrastructure projects.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="9" data-aria-level="1">Assist in processing purchase orders and interact with procurement and accounting staff for PO, shipping, and invoice processing.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="10" data-aria-level="1">Manage and maintain user access accounts and configure hardware as part of corporate on and off-boarding processes.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="11" data-aria-level="1">Offer facilities support to NiCE office locations, including building, telco, network infrastructure, and Internet service provider management and supporting audio and video equipment in conference rooms.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="12" data-aria-level="1">Execute assigned tasks related to internal projects as they arise.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="13" data-aria-level="1">Other duties may be added and/or assigned as needed.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span>Education/ Experience Requirements:<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="14" data-aria-level="1">Bachelor's degree in computer science, or associate degree plus two years of tech support experience or three plus years of tech. support experience as an IT Support Engineer.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="15" data-aria-level="1">Effective communication in English is essential.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="16" data-aria-level="1">Knowledge of and experience in desktop support, including Windows, Mac, and Linux systems.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="17" data-aria-level="1">Server Administration (Windows) Virtual and Physical, Cloud-based and On-Prem. <span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="18" data-aria-level="1">Knowledge of and experience supporting computer hardware and software, mobile devices (IOS and Android), and other peripherals such as Printers, Monitors, Docking Stations, Cameras, Scanners, and multi-function devices. <span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559740":240}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="19" data-aria-level="1">Experience managing and maintaining Microsoft Active Directory Infrastructure environments, including the administration of user, computer, and service accounts.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559740":240}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="20" data-aria-level="1">Aptitude to learn quickly and effectively.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="21" data-aria-level="1">Managing and maintaining Microsoft O365 enterprise accounts.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="22" data-aria-level="1">Sharp attention to detail and excellent organizational skills.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext="*" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"*","469777815":"multilevel"}" data-aria-posinset="23" data-aria-level="1">Able to effectively communicate technical information to both technical and nontechnical personnel.<span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240,"469777462":[720],"469777927":[0],"469777928":[0]}"> </span></li>

<li data-leveltext=”” data-font=”Symbol” data-listid=”1” data-list-defn-props=”{“335552541”:1,”335559685”:720,”335559991”:360,”469769226”:”Symbol”,”469769242”:[8226],”469777803”:”left”,”469777804”:””,”469777815”:”multilevel”}” data-aria-posinset=”24” data-aria-level=”1”>The person in this position is expected to be a self-starter who does not require much supervision, is resourceful, possesses a strong customer service attitude, and must work well in a team environment.<span data-ccp-props=”{“201341983”:0,”335551550”:6,”335551620”:6,”335559739”:0,”335559740”:240,”469777462”:[720],”469777927”:[0],”469777928”:[0]}”> </span></li>

Position Overview:<span data-ccp-props="{"201341983":0,"335557856":16777215,"335559739":0,"335559740":240}"> </span>