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Technical Support Engineer

Position Summary

Under the direction of the Team Lead/Manager of Technical Support, the Technical Support Engineer will be responsible for taking ownership of all assigned technical support needs to include but not limited to end user support from new hire implementations through employee separation as well as infrastructure maintenance. All assigned user issues must be completed and closed with a final resolution within WIN’s internal Help Desk ticketing system.

 

Major Accountabilities

Critical features of this position are listed below and may be revised, updated or reassigned at management’s discretion in accordance with business needs or other factors.

  • First level support for onsite and remote users as part of help desk in a secure environment
  • Provide technical assistance and installation support for servers, workstations, laptops, smartphones
  • Upgrade hardware and software as needed to ensure optimal workstation performance
  • System set up and testing including installing and updating OS and software
  • Systems administration and maintenance including, but not limited to: Active Directory, MS Exchange 2016, VMware environment, endpoint management, Mitel Phone System, Printers
  • Support and coordination with infrastructure/database administrators, system integration /project managers, onsite and offshore software development team
  • Interaction with IT vendors for hardware, software, communications and related services
  • Troubleshoot network devices, printers, and business specific applications
  • Participates in implementations of new hardware and software solutions, including recommendations for new acquisitions and upgrades
  • Availability for after hour on-call emergencies and off hour scheduled maintenance as required

Formal Education and Professional Experience

  • Bachelor’s degree in Information Technology, Computer Science, or related discipline or Associate degree in related discipline combined with relevant certifications and equivalent experience
  • Minimum 2 years’ experience in areas of IT network support / help desk
  • Experience and proficiency in installation and support for Windows 10, MS Office Suite, Windows Server 2008 / 2012 / 2016 / 2019
  • Experience in installation / support / troubleshooting in areas of desktop and networking hardware, TCP/IP, DHCP, DNS, Active Directory, DFS, GPO, VMware, SAN, data and file security

Knowledge, Skills, and Abilities

  • Effective problem solving and prioritizing skills; capacity to own/manage tasks through to resolution with appropriate sense of urgency
  • Excellent communication skills, both written and verbal
  • Professional, positive and courteous attitude as well as the patience to work with clients having a diverse range of technical proficiency
  • Self-motivated individual who is also a team player, willing to work in a fast-paced and rapidly expanding environment
  • Strong analytical and multi-tasking skills with attention to detail
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