IT Support Engineer

Job title: IT Support Engineer

Company: HCTec

Job description: POSITION SUMMARY:The Solutions Engineer is responsible for managing infrastructure projects and systems both internallyand for customers. Responsible for the timely, enthusiastic, and satisfactory completion of remotehelpdesk and onsite support for HCTec’s technical managed services clients as well as HCTec’s internal ITneeds. IT support will consist of managing customer and employee queries, troubleshooting, anddiagnosing IT issues.This role requires the ability to work both independently and as part of a team and be able to adapt tonew technologies and environments – all within a structure that is extremely fast-paced and demanding.The Solutions Engineer will serve as the face of HCTec, with the responsibility of making significantdecisions on behalf of the company for clients. To maintain a trusted business relationship with theclient management team, the Solutions Engineer must hold themselves to the highest ethical andprofessional standards.ESSENTIAL FUNCTIONS and RESPONSIBILITIES: To perform this job, an individual must perform eachessential function satisfactorily with or without reasonable accommodation.Manage IT Helpdesk Requests both Internally and for Clientso Responsible for managing the IT Support Desk Analysts workflow processes within Autotask to ensureinternal and client user accounts are set up or disabled appropriately and on time.o Works in conjunction with and is responsible for ensuring the IT Support Analysts troubleshoot andaddress all support requests efficiently and effectively.o Manage expectations for walk up requests that may be initiated while on-site at a client location.o Follows through with escalated support tickets and requests whose issues are not closed on initialcontact – which may include additional communication to the user, a supervisor, or other supportareas within the team.o Documents all calls and ticket information and updates as information becomes available via theHCTec ticketing system.o Responsible for customers satisfaction ensuring prompt, accurate and courteous service.Manage Allocation and Maintenance of IT Equipment both Internally and for Clientso Responsible for total setup of all network and server hardware and ensuring said hardware isconnected to the network and working properly, configure and install this equipment, as well asdiagnose and repair any malfunctions.o Performs various projects for network and server implementations.o Analyzes and performs VOIP troubleshooting and setup for both clients and internal IT.Diagnose Network and Server Hardware and Software Issueso Responsible for performing an initial diagnosis of the issue and documenting their findings. Then,analyze, formulate, and execute a strategy to fix the issue.Prioritize and Escalate Issues as Necessaryo Manage the priority of issues based on severity and immediacy and follow proper escalationprocedures if necessary.o Exhibit use of organizational skills, which are critical to handle the prioritization of workload whilesimultaneously being able to effectively manage customer expectations to ensure 100% satisfaction.ADDITIONAL REQUIREMENTS:o The ability to maintain confidentiality is critical to this position, which will have access to and/orworks with sensitive and/or confidential information regularly.o Customer Service and Communication skills are a must and critical to the success of this role.REQUIRED KNOWLEDGE, SKILLS, AND ABILITIESo 2 Year Associates or Bachelor’s degree in Information Technology or 5 years’ equivalent experience isrequired.o Microsoft Certified Solutions Expert (MCSE) and Network+ Certified, preferredo Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP), preferred.o Experience with Microsoft (SQL Server, Exchange, Active Directory), Citrix, SonicWALL, Cisco, Merakiand VMware technologieso Minimum of five (5) years customer service experienceo Significant experience configuring, maintaining, and troubleshooting all versions of MicrosoftWindows operating systemo Office 365 Managemento Robust networking skills with experience in DNS, DHCP, Switching/Routing, and wireless technologieso Experience with mobile device support (iPhone, Android, Windows Mobile)o Must be a team player and build good working relationships across all functionso Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced,high-energy environment with a proactive focuso Need to be flexible, adaptable, and possess creative problem-solving skillso Must demonstrate strong written and verbal communicationo Ability to work late shift and/or on-call rotationo Ability to bend, stoop & carry at least 50lbso Insurable driving record, current driver license and reliable transportation

Expected salary:

Location: Winston-Salem, NC

Job date: Wed, 28 Aug 2024 22:09:06 GMT

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