IT Engineer

Technical Support Engineer

• Hands-on supporting and supervising on-site support services, and all aspects of both remote, including VDI, and deskside computer support
• Troubleshoot problems and issues with the service and perform corrective actions
• Conduct training sessions and develop ongoing team training
• Perform lifecycle planning and technology refresh installation services for desktop and laptop computers across the enterprise
• Drive improvements through innovation, improved processes, exploring opportunities for efficiencies, and understanding of industry best practices
• Manage and oversight of MSP for the installation and maintenance of Active Directory, Windows OS, O365 installation and maintenance, installation and maintenance of mobile devices, installation/updating of desktop software, remote desktop connections (including VDI), cloud and SaaS solutions, antivirus support, backup and recovery, and desktop performance monitoring and optimization
• Working closely with MSP fulfilling reporting, requests, and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs
• Owning, tracking, and resolving Enterprise Information Technology (IT) incidents and requests
• Monitoring specialists performance to include ticket monitoring, QA oversight, technical escalation, and queue management to ensure no operational risk to SLAs

Requirements:

• Strong Microsoft O365 skills (Outlook, Excel, Word, PowerPoint, Teams, SharePoint), cloud skills, SaaS skills, and end-user network skills
• Strong Microsoft operating system troubleshooting skills