IT Support Engineer

Description

• Responds to requests for technical assistance.
• Diagnoses and resolves technical hardware and software issues where applicable.
• Research questions using available information resources.
• Acts as an escalation resource for helpdesk support and advises on appropriate solutions.
• Follows standard support procedures, provides troubleshooting guidelines, and assists with issue analysis and resolution.
• Logs all system/infrastructure change and support interactions.
• Assist with infrastructure and service deployment for new applications, including configuration, validation, and post‑deployment support.
• Creates documents for users, staff, consulting personnel, and developers.
• Compares, evaluates, and assists in implementation and integration of new technologies into the computing environment.
• Administers and performs assessment of standard software.

• Approximately 8+ years of experience in IT support, systems administration, or IT engineering, with experience handling increasingly complex technical issues in enterprise environments.
• Excellent knowledge of Windows Operating systems.
• Knowledge of Active Directory (AD) & Domain Controller Administration including DNS and GPO management in a multi-site environment.
• Experience with building and administering Windows servers and accompanying infrastructure, maintaining capacity and performance in enterprise environment.
• Candidates must possess experience with both Windows and Linux mixed environments.
• Experience supporting security incident investigations and remediation efforts, and escalating incidents according to established security policies.
• Ability to multi-task in a dynamic environment with changing priorities.
• Understanding of NAS\SAN Storage, Replication, load balancing, and LAN\WAN Technologies.
• Work with vendors and perform upgrade/installation related activities, analysis and troubleshooting issues to provide resolution and execute on any new enhancement as required by business.
• Experience and knowledge administering workflows and issue schemes in Jira Software and Confluence.
• Experience with Infrastructure – virtual environment, VDi, Citrix Netscalar, Backup& Restore, disaster recovery and business continuity, is a PLUS.
• Experience with automation scripting, such as Windows server Powershell, MS Exchange Cmdlets, Windows Server 2016, 2019, and 2022, is a PLUS.
• Strong customer service skills with the ability to communicate effectively are required.
• Collaborative IT professional with strong troubleshooting, research, documentation, and multitasking skills, able to work effectively with cross-functional teams and varying technical skill levels in a fast-paced environment.
• Excellent English communication skills, both written and verbal are required.
• BS in Computer Science or equivalent preferred