IT Technical Support Engineer

IT Support Specialist:

The IT Support Specialist's role is to assist the Global Service Desk Manager in meeting the organization’s IT needs. A majority of this person’s time will be spent responding to requests submitted via our online support ticket system, emails, phone calls, and in-person visits. The remainder of the time will be spent working on projects related to end-user support.

Responsibilities include, but are not limited to the following:

·        Support employees, contractors and consultants with IT-related problems in an exceptional responsive and service-oriented manner.

·        Attempts to resolve issues logically, and logs steps taken throughout the troubleshooting process in the organization’s ticketing system. Communicates status directly to end-users and escalates issues to other IT team members as needed.

·        Escalation point for fellow service desk team members when addressing incidents and requests.

·        Supports a diverse group of end-users in 11 different countries either in-person or via remote support tools and telephone.

·        Helps to implement and maintain best-in-class deployment environment for Windows, macOS, iOS, and Android devices utilizing modern device management.

·        Assist the Global Service Desk Manager with project work to support the organization.

·        Work directly with external vendors, contractors and consultants on various IT related projects as required.

·        Help put processes in place to maintain a stable environment. This includes processes and procedures for imaging systems, patch deployment, AV and desktop security.

·        Creation of documentation for end-users, as well as internal IT staff.

·        Help maintain both fixed asset and operating inventories of all IT equipment in the organization.

·        Provide input and recommendations to the organization surrounding hardware and software technologies and how these technologies can assist the business being especially proactive with new technologies.

·        Provide support, troubleshooting and maintenance VoIP and video conferencing systems.

·        Work with other IT team members to provide overlapping coverage for various systems and services.

Education and/or Experience

·        BA/BS Degree preferred

·        5+ years of IT end user support experience is required

·        A+ certification is required for candidates with less than 7 years experience

·        Proficiency in the following languages is preferred: Romanian, Korean, Japanese, Mandarin, & Cantonese

Technical Skills:

Advanced knowledge of:

·        Microsoft Windows,, and 10 Enterprise

·        macOS and higher

·        Active Directory Users and Computers (ADUC)

·        Microsoft 365 user account administration

·        Microsoft Intune or another comparable MDM

·        Dell, Lenovo, HP, and Apple laptop and desktop hardware

·        Apple & Google mobile phone hardware

·        Microsoft Office Pro Plus for Windows and Microsoft Office 2016 for macOS

·        Macintosh and Windows printer setup and support

·        Slack Administration

·        Zoom Administration

·        Apple Business Manager/DEP

Intermediate knowledge of:
·        Networking TCP/IP and VLANs

·        File permissions and access control

·        Client-side Cisco Call Manager and Unity

·        VMWare Fusion for macOS

·        Mobile user client / firewall and VPN device configuration and support

·        Understanding of a network infrastructure including, but not limited to the role of cabling, switches and routers

·        Anti-Spam / Anti-Virus /Anti-Malware technologies

·        Ivanti Endpoint Management

Other Skills & Abilities:

·        Excellent verbal and written communication skills, with the ability to proof and edit

·        Strong teamwork and project-related skills

·        Professional demeanor with strong customer service skills

·        Demonstrated ability to multi-task and work with little supervision

·        Ability to work over-time as well as weekends

·        Participate in emergency on-call rotation for after-hours support

·        Some travel may be required both domestic as well as international.