JOB DESCRIPTION

Job Title:                IT Support Engineer

Job Type:                 Full-Time

The IT Support Engineer is accountable for tasks related to IT support and delivery.  This includes, but is not limited to hardware, software, telephony support, vendor oversight of their delivery as it relates to end users, infrastructure and applications. Work with contracted suppliers on delivery of IT services and collaborate on technical direction. This position requires being on-call and occasional out of town travel.

IT Support Engineer Job Duties:

• Guidance and collaboration with vendors contracted to provide support and deliver solutions
• Asset and Licensing Lifecycle Management
• SaaS and cloud application’s administration and support
• Create and follow processes and procedures for corporate and vendor usage
• Create Work Instructions
• User account management
• Develop and provide training to users on best practices and use of products and tools.
• Workstation builds for new users and refreshes following standard procedures
• Participation in image creations
• Contribute to the development of project timelines, plans, oversight and delivery on assigned projects
• Research and evaluate new technologies and propose new solutions. Participate in the testing and debugging of programs and systems. Oversee implementation, coordinate tests and observe initiation of the system to validate performance.
• Document functional and non-functional requirements for technology solutions. Review, evaluate, document and analyze existing systems
• Procurement of equipment and software through approved vendors
• Log requests, problems and resolutions. Collaborate and proactively resolve and/or escalate while keeping customers actively informed.
• Respond as an escalation point for support related service requests and issues while providing quality and courteous customer service
• Effectively communicate with end users, peers, and management.
• Perform quality audits of vendor’s work; review results with stakeholders
• Assist with gathering metrics and preparing status reports
• Maintain operational availability of computer-related equipment and IT resources; identify and implement processes to improve operational availability
• Ensure patch management
• Monitor health and service availability
• Plan and coordinate server, network and/or application upgrades and maintenance
• Provide basic administration and support of enterprise telephony solution
• Provide courteous and quality customer service
• On-call as directed to meet operational needs of the organization
• Other duties as assigned

IT Support Engineer Skills and Qualifications:

• 2 Year degree or equivalent experience
• Minimum 4 years relevant experience in hardware and software troubleshooting / support and customer service support
• Demonstrated working knowledge of the technology within assigned responsibilities
• Excellent interpersonal and collaborative skills
• Excellent verbal and written communications
• Effective organization and time management skills
• Experience with formal project delivery and ability to lead aspects of delivery
• Ability to prioritize and manage multiple tasks
• Strong attention to detail
• Experience with build, management and support of Windows 10, Windows 7. Mac experience a plus.
• Experience with mobile device support
• Working knowledge of hardware and applications including, but not limited to: Windows Server OS, MS Office, Active Directory, computer imaging software, VoIP systems, endpoint security, encryption, PC’s, printers, and other networked equipment
• Demonstrated Asset Lifecyle Management experience (hardware and software)
• Office 365 account administration
• Experience with Network devices (Firewalls, routers, switches) is desirable
• ITIL experience a plus
• Possess excellent knowledge sharing techniques

Required Travel:

• Occasional travel to other Cranemasters locations; travel for support, conferences, teach-outs / training workshops, or meetings.

Required Certifications and Licenses:

• Valid Driver's License

Physical Demands:

1. Working extended hours.
2. Occasional bending, twisting, stooping, standing, and / or walking.
3. Walking / carrying / lifting items associated with normal office work (not to exceed 50 lbs)