What are the responsibilities and job description for the IT Technical Support Engineer position at SFE?
Summary of Position :
As an IT Technical Support Engineer, you will be responsible for providing technical assistance and support to end-users, ensuring the smooth operation of computer systems, networks, and software applications. Your duties will include diagnosing and resolving hardware and software issues, managing user accounts, and maintaining IT infrastructure. You will also assist with system upgrades, perform regular maintenance, and provide training to users on best practices. Strong problem-solving skills, excellent communication abilities, and a customer-focused approach are essential for success in this role.
Qualifications :
B.S. in Computer Information Systems or Equivalent Experience.
Minimum of three years' experience with application software, hardware installation, support, upgrades, and repairs.
Working knowledge of Windows 11 Pro, Mac OS, IOS, Android and Office 365.
Working knowledge of Entra ID and user and group security.
Must possess exceptional organization, communication, analytical and time management skills.
Must be a self-starter.
Must demonstrate a history of continuous learning.
Excellent interpersonal skills.
Proven troubleshooting and problem-solving skills.
Ability to communicate effectively with end users in non-technical terms.
Must be able to work well with minimal supervision and work well with individuals of all levels of technical experience.
CompTIA / A and other relevant certifications desired.
Responsibilities :
Microsoft 365 Admin Tasks : Manage Microsoft 365 services, including creating and maintaining user accounts, setting up shared mailboxes, managing Multi-Factor Authentication (MFA), and supporting tools like Teams, SharePoint, and Forms.
Operating System Maintenance : Continuously coordinate and manage the upgrade of OS endpoints to Windows 11 Pro, ensuring systems stay up-to-date and compliant with organizational standards.
Network Support and Troubleshooting : Diagnose and resolve network issues, including connectivity problems, DHCP, DNS, and other fundamental network services. Monitor and maintain network performance to ensure reliable access for users.
Telephony and Communication Systems : Support and maintain Avaya telephones, RingCentral, and door security systems.
POS System Support : Troubleshoot and resolve issues with POS systems such as Lunchtime, PrimeroEdge, and other cafeteria management platforms, ensuring smooth operation and minimal downtime for users.
Custom Applications and Identity Management : Manage and support custom applications and identity management solutions.
Data Analysis and Inventory Management : Utilize Excel to gather, sort, and analyze data for IT inventories and IT Cost Metrics.
Microsoft Authenticator : Implement and support Microsoft Authenticator for enhanced security.
Service Level Agreements (SLAs) : Ensure work is carried out in a timely and proper fashion in accordance with SLAs.
Documentation : Document IT policies and procedures as needed.
Support Call Management : Ensure support calls are properly documented and completed, escalated, or reassigned appropriately.
Special Projects : Perform other duties or special projects as required in support of the department's goals.
We are an Equal Opportunity Employer, Gender / Minority / Veterans / Disabled and participates with E-Verify Employment Eligibility Program
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