Information Technology Support Engineer

Job Title : IT Support Engineer

Job Type : Full-Time

The IT Support Engineer is accountable for tasks related to IT support and delivery. This includes, but is not limited to hardware, software, telephony support, vendor oversight as it relates to end users, infrastructure, and applications. Work with contracted suppliers on delivery of IT services and collaborate on technical direction. This position requires being on-call and occasional but infrequent out-of-town travel.

IT Support Engineer Job Duties :

• Respond as First Point of Contact for support related issues and service requests while providing quality and courteous customer service
• Guidance and collaboration with vendors contracted to provide support and deliver solutions
• Asset and Licensing Lifecycle Management
• SaaS and cloud application’s administration and support
• Create and follow processes and procedures for corporate and vendor usage
• Create Work Instructions
• User account management
• Develop and provide training to users on best practices and use of products and tools
• Workstation builds for new users and refreshes following standard procedures
• Project delivery within timelines, plans, and oversight on assigned efforts
• Research and evaluate new technologies and propose new solutions
• Participate in the testing and debugging of programs and systems. Oversee implementation, coordinate testing, and system performance validation
• Document functional and non-functional requirements for technology solutions. Review, evaluate, and document existing systems
• Procurement of equipment and software through approved vendors
• Log requests, problems, and resolutions. Collaborate and proactively resolve and / or escalate while keeping customers actively informed
• Effectively communicate with end users, peers, and management.
• Perform quality audits of vendor’s work, review results with management
• Manage and ensure server backups and replication success
• Assist with gathering metrics and preparing status reports
• Maintain operational availability of computer-related equipment and IT resources; identify and implement processes to improve operational availability
• Ensure patch management
• Monitor health and service availability
• Coordinate server, network and / or application upgrades and maintenance
• Provide basic administration and support of enterprise telephony solution

IT Support Engineer Skills and Qualifications :

Required Travel :

Required Certifications and Licenses :