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Position Summary

We are seeking a skilled and customer-focused IT Support Engineer to join our Managed Services team. In this role, you will provide a broad range of IT support services, including desktop and application support, systems administration, networking, and firewall administration. The ideal candidate combines strong technical expertise with exceptional customer service skills and thrives in a fast-paced, team-oriented environment.

Key Responsibilities:

Monitor and respond to both critical and non-critical automated ticket alerts.
Manage and resolve support requests through the ticketing system while meeting established service level agreements (SLAs).
Participate in a support call queue and provide timely assistance for technical issues.
Review system reports and identify opportunities for improvement and resolution.
Escalate issues to appropriate internal teams when necessary.
Perform proactive maintenance, including:
- Server patching and updates.
- Workstation maintenance.
- Network switch, router, and firewall upgrades.
- Firewall rule management.
Provide remote support for applications, servers, storage systems, networking equipment, and security devices.
Monitor and analyze networks, systems, backups, and security infrastructure.
Collaborate with field engineers and technical teams to complete support and project-related work.
Assist with project coordination and implementation of internal initiatives.
Create, maintain, and improve technical documentation, procedures, and knowledge base articles.
Follow departmental policies, processes, and operational standards.
Deliver training and knowledge-sharing sessions in both formal and informal settings.
Maintain accurate documentation related to infrastructure, applications, systems, and support procedures.
Participate in an on-call rotation for after-hours and weekend support approximately every 8-10 weeks.
Achieve utilization and performance goals while balancing professional development and training activities.
Perform additional duties and responsibilities as assigned.

Qualifications:

Required Experience:

3+ years of experience in IT support, systems administration, or network administration.
Associate degree in a technology-related field or an equivalent combination of education and experience.

Technical Skills:

Advanced knowledge of Microsoft Windows operating systems.
Basic knowledge of Microsoft Windows Server administration.
Basic understanding of networking concepts and network printing.
Experience with antivirus and endpoint security solutions.
Basic knowledge of Mac OS.
Basic knowledge of mobile operating systems, including Apple iOS and Android.
Familiarity with server, storage, network, and firewall technologies.

Professional Skills:

Strong customer service and communication skills.
Excellent troubleshooting and problem-solving abilities.
Ability to prioritize tasks and manage multiple responsibilities effectively.
Outcome-focused mindset with strong attention to detail.
Collaborative team player with a professional and respectful demeanor.
Ability to work independently while contributing to team success.

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