Support Engineer Tier I

Position Summary

This Tier I Support Engineer role is responsible for remote and/or onsite troubleshooting technology issues for our clients. All service tickets are tracked through our CRM software and primary communication methods with clients include phone and email. The role reports to the Service Desk Management Team.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Configuration, management, and troubleshooting/repair in the following areas:

• Server virtualization (VMWare & Hyper-V)
• Routing & switching
• Hardware troubleshooting
  • Desktops
  • Laptops
  • Printers
• Firewall management/configuration
• VoIP/UCaaS system management
• MDR, AV, and EDR management
• Wireless management
• RDS/Citrix management
• SAN management
• Backup management
• General ability to troubleshoot a varied range of software platforms
• Participate in comprehensive training programs to continue improving skills and knowledge needed to excel in this position and stay updated with industry best practices

Additional responsibilities:

• Effectively communicate with hardware/software vendors to support customer needs
• Customer facing communication including phone calls, emails, and in person discussions
• Participation in an on-call rotation with other support engineer staff for after-hours/emergency calls
• Occasional travel to customer locations for troubleshooting that cannot be completed remotely or for software/hardware deployments

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Bachelor's degree, or 1-3 years equivalent in experience and/or certifications
• 1-3 years IT support (preferred)
• 1-3 years Active Directory (preferred)
• 1-3 years Microsoft 365 management
• Logical approach to problem-solving
• Organization & time management
• Ability to effectively communicate with team members and clients
• Willingness to collaborate in a team environment

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be requested to enable individuals with disabilities to perform the functions. Should reasonable accommodations be requested, there will be an interactive process to determine suitable accommodations that do not cause undue hardship to the company.

The employee will work in an indoor office environment with controlled temperature and lighting. Daily use of standard office equipment such as computers, printers, telephones and copiers is required. This position requires the employee to remain in a stationary position for extended periods of time. Occasionally, the employee may be required to move about the office and warehouse space to review and stage project materials. Occasional lifting of materials weighing up to 20 pounds may be required. Occasional travel to jobsites may be required. 

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.