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Job Description
Position Summary
The Technical Support Engineer will play an integral role in delivering and maintaining enterprise IT solutions that support business operations and drive organizational efficiency. This position is responsible for the support and engineering of core technologies including, but not limited to, Windows 11, Office 365, and Intune as well as providing basic network support. This role offers structured professional development through hands-on experience and online learning opportunities, and technical boot camps.
Essential Job Functions
End-User Support & Operations
- Provide hands-on technical assistance for Dell (including Dell TechDirect), Lenovo, and Mac hardware, as well as Windows 11, iOS, Android, and Office 365 applications.
- Deliver exceptional end-user support across devices, applications, and conference room technology to ensure optimal productivity.
- Support daily operations in a dynamic environment composed of approximately 40% business support with escalations from the Service Desk, 50% engineer and administration in various IT systems, and 10% cross training and career development.
- Collaborate with external vendors to resolve escalated or complex technical issues beyond internal scope.
- Be a part of a 24x7x365 executive support rotation, serving on-call for approximately one week every fourteen weeks as part of a shared schedule.
Service Management
- Leverage ServiceNow for incident and request management, ensuring accurate documentation and timely resolution.
- Create and maintain knowledge base articles for both internal use and customer-facing support.
- Analyze ServiceNow data to identify recurring issues, trends, and opportunities for proactive remediation.
- Systems Engineering & Architecture
- Architect, engineer, and maintain management platforms including Jamf (for macOS) and PrinterLogic (for print services).
- Manage, secure, and deploy applications and device policies through Jamf and PrinterLogic.
- Conduct software testing and compatibility validation to ensure smooth system integrations and program deployments.
- Support infrastructure improvements through data analysis, system monitoring, and recommendations for technical optimization.
Projects & Strategic Initiatives
- Contribute to project-based initiatives involving new technology deployments, upgrades, and process enhancements.
- Apply strategic thinking to identify opportunities for innovation and improvements in the technology environment.
- Assist in planning and execution of technical components for companywide meetings, events, and conferences.
Training & Development
- Deliver or assist in developing user training programs and documentation to enhance technology adoption and efficiency.
- Support ongoing professional development and contribute to knowledge sharing across the IT team.
- Perform other duties as assigned in support of organizational goals and technology initiatives.
Performance Expectations & Key Metrics:
Performance will be evaluated based on measurable outcomes aligned with company and departmental goals. Metrics may include:
- Incidents resolved in under 1 day (50%)
- Incidents resolved in under 2 days (60%)
- Response time for incidents: <4 Hours
- Tasks resolved in under 1 day (50%)
- Tasks resolved in under 2 days (60%)
- >90% accurate onboarding for new hires
Required Qualifications
Education
- High School degree, Associates Degree or equivalent work experience required.
Experience - Minimum three (3) years in an IT Support or related technical role
Skills & Competencies
- Proficiency in managing iOS and Android devices using Intune
- Experience with printer management, configuration, and troubleshooting
- Familiarity with ServiceNow, Azure, Office 365, and Windows operating systems strongly preferred.
- Experience with Jamf for Apple device management is a plus.
- Strong understanding of IT principles, best practices, and processes within an ITIL framework
- Demonstrated strong written and verbal communication skills
- Demonstrated customer service skills in fast paced environment
- Proven ability to work with cross-functional IT and business teams to resolve complex issues
- Ability to prove critical thinking, problem solving concepts and exceptional attention to detail
- Ability to thrive in a high volume, data entry and processing work environment, where applicable
- Demonstrated ability to work independently and as a team
