IT Support Engineer

NextLabs, Inc. is a leading native zero trust data centric security software company focused on developing mission critical next generation policy enforcement infrastructure and system software. NextLabs provides large enterprises with active, policy-driven control of their information network wherever and whenever it is used by employees, contractors, and partners. Our policy management platform and universal enforcement solutions enable centrally managed information security control policies across all applications, data, cloud services, and digital business processes

Responsibilities:

• Focus on and responsible for technical troubleshooting support to include; software, network, hardware, and workstation problem resolutions and support for upgrades and patches;
• Provide customer and personal service to end user in multiple locations. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction;
• Deployment of new personal computers. Stage and configure new and existing desktops/laptops/peripherals.
• Ensure that SLA for our 24/7 production and supporting environments is maintained;
• Document, track and monitor all problem/resolution activity in the helpdesk tracking system to ensure a timely resolution and issue resolved courteously and expeditiously;
• Develop training materials and procedures to train users in the proper use of hardware and software and instruction for system users on operating systems, office 365, Azure, and other applications; assist users in maximizing use of networks and computing systems to ensure consistency in all office locations;
• Understand, champion and enforce security and compliance policies and procedures.
• Maintain current knowledge of technology and industry trends for the purpose of enhancing the use and understanding of available technology in support of NextLabs needs.
• Provide bookkeeping for IT Infrastructure process including, but not limited to, equipment asset tagging, user database data entry and Equipment inventory.
• Pricing research assistant including, but not limited to, purchases pricing tracking

Requirements:

• At least 3 year(s) of working experience in the related field is required for this IT Support/Executive position.
• Experience with Microsoft technologies in Domain networking and Office 365 environment
• Required skill(s): Microsoft Active Directory, TCP/IP, Hyper-V/VMware Virtualization, Azure Cloud platform.
• Candidate must possess at least a Professional Certificate, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
• Proficient in English Speaking, writing and reading.
• Experience with Service-now or other ITIL products a plus
• Experience in support Linux environment is preferable
• Ability to prioritize and multi-task in a fast-paced and dynamic environment
• Positive attitude – goes the extra mile, is committed, willing to take on challenges and has a can-do mind-set.
• Ability to take ownership of projects and follow through to completion and yet be able to work as part of a team
• A sense of urgency in getting the job done. May need to work extra hours and weekends when needed
• Desire to learn new skills
• Self-motivated and goal oriented
• Excellent verbal and written communication skills