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IT Support Engineer

Company: 777 Partners
Location: Boca Raton
Posted on: February 17, 2021

Job Description:

JOB SUMMARY:The IT Support Engineer is required to coordinate and to respond to incidents and service requests made by the end-users and other IT staff. This role will be responsible for monitoring incoming requests, whether via email, phone call, IM or remote support service queue; providing an initial technical support single-point-of-contact (SPOC) and for providing end-to-end ownership (e.g., logging, tracking, resolution and reporting) of help desk trouble tickets and service requests. Requests for information, help desk trouble tickets and service requests shall be resolved by the Senior IT Support Engineer or may need to be referred/escalated to more specialized entities for resolution such as 3rd party MSPs, Microsoft Tech Support and others; as well as our Systems Solutions Architect and Director of IT.Duties And ResponsibilitiesThe following are the key high-level Service Objectives the Senior IT Support Engineer shall ensure the Client achieves.* Support end-users both desk side and via remote support software* Improve IT customer service, support response time and problem resolution-speed* Enhance end-user self-service abilities* Create/Expand help desk staff knowledge base and job aids for corporate-standard IT products* Improve the Clients' support efficiency and effectiveness by applying best practices in the areas of customer reporting, logging, tracking, resolving of IT problems and service requests* Improve efficiency and effectiveness by early identification and addressing root causes of technical problems including working with specialized entities for resolution such as Microsoft technical support, a vendor or other designated third parties, before they become trends* Have the ability to acquire support knowledge for new technologies early in their life cycle while maintaining support for older technologiesThe following is a comprehensive list of the role & responsibilities* Improve the configuration of the Client's help desk, including implementation of systems necessary to document, track and manage end-user service requests, inquiries and problem notifications* Provide a single point of contact and coordination for all incident reports and requests for information and service* Provide Level 1, and where appropriate, Level 2, assistance to inquiries on the features, functions and usage of corporate-approved hardware and software* Identify, escalate (e.g., Level 2 escalation), manage resolution and close incidents * Keep Help Desk follow-up communications current and provide accurate feedback to end users * Configure computer systems, printers, telephones and ensure proper business functionality* Ensuring IT infrastructure and equipment runs at optimum performance* Coordinate asset and inventory management, including checks and audits* Manage the root cause analysis process on recurring incidents* Provide VIP desk-side support services as necessarySkills / Knowledge / Abilities* Strong problem solving and communication skills* Comprehensive understanding of network architecture and client/server technology* Hands-on experience with computer networks, network administration, and network installation (primarily LAN)* Customer Service mindedEducation And Experience* Associate degree required, Bachelor's preferred in Computer Science or related field* 4+ years' in an IT support roleCERTIFICATIONS AND LICENSES* No minimum requirementsPHYSICAL DEMANDS AND WORK ENVIRONMENTThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk and hear. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl.The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.EEOC777 Partners is an Equal Opportunity Employer. All aspects of consideration for employment and employment with the Company are governed on the bases of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

Keywords: 777 Partners, Boca Raton , IT Support Engineer, Engineering , Boca Raton, Florida

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