IT Support Engineer

What You'll Do

• Handle complex help desk inquiries requiring analysis and adaptation of standard procedures.
• Manage multiple ticket queues efficiently, prioritizing based on business impact and SLA requirements.
• Perform advanced troubleshooting for desktop, hardware, and web application issues.
• Conduct comprehensive remote support sessions for multi-system technical problems.
• Develop and deliver client training on system usage and best practices.
• Contribute to knowledge base articles and process documentation improvements.
• Proactively identify system issues and coordinate appropriate response measures.
• Collaborate with other departments on technical projects and initiatives.
• Coverage for support roles during peak periods.

What You Bring

• Bachelor's degree in IT field or equivalent experience preferred.
• Minimum 2-3 years of progressive technical support experience.
• Strong knowledge of Windows and MacOS environments, including Active Directory and Jamf basics.
• Proficiency in multiple remote support platforms and monitoring tools.
• Demonstrated ability to train users and create educational materials.
• Understanding of ITIL principles and service management practices.
• Excellent problem-solving skills with ability to analyze complex technical issues.
• Strong interpersonal skills for client relationship management.
• Relevant technical certifications preferred.