IT Support Engineer L1

IT Support Engineer II JD

 Responsibilities

●       Ability to resolve issues related to printing, desktop hardware, and connectivity issues.

●       Provide support onsite and remote global locations.

●       Ability to work with a ticketing system and provide quality updates to internal customers and internal teams.

●       Able to field escalations from Tier 1 and apply advanced troubleshooting to resolve.

●       Ability to solve complex support tickets.

●       Follow standard help desk procedures and recommend changes for continuous improvement.

●       Install, make changes and repair computer hardware and software.

●       Follow-up with employees to ensure issues are resolved.

●       Provide employee customer assistance.

●       Identify and escalate situations requiring urgent attention, able to redirect problems to appropriate resources.

●       Handle user access requests within security guidelines.

●       Configure and deploy laptops in a managed environment.

●       Identify computers that are in need of replacing.

●       Log all help desk interactions in ticketing system.

●       Expand our ever-improving automated helpdesk BOT system

●       Working across time zones

●       Responding to crisis situations in a timely manner

●       Meet team performance requirements.

Core skills

●       Problem-solving

●       Customer service skills

●       Team player

●       Professionalism

●       Attention to detail

●       Adaptability

●       Quick learner, thorough, accurate, organized, and productive

●       Comfortable working in a fast-paced environment

●       Must be highly motivated with the ability to self-start, prioritize, multi-task and work in a team setting

●       Oral and written communication skills

●       Ability to work in English

Relevant Experience

●       Proven 3+ years working experience in Information Technology

●       Strong computer skills and interest

●       Experience in supporting both Windows and Mac.

●       IT Customer service experience.

●       Experience with collaboration tools ex: G Suite, Slack, ServiceNow, Okta and Zoom.us.

●       Experience in Zscaler.

●       Support users with email delivery and quarantine issues in Proofpoint.

●       Experience supporting Jamf and Intune for device enrollment and management.

●       Strong troubleshooting and problem analysis

●       Relevant certifications.