What are the responsibilities and job description for the Information Technology Support Engineer position at StevenDouglas?
Proactive monitoring, diagnostics and support of network, systems, security, cloud and voice related issues in a team oriented, support environment. As an IT Support Engineer, you are essential to providing a "white-glove" level of support to our customers. This is an onsite role in our Boca Raton, FL office location.
RESPONSIBILITIES
- Handle incoming phone calls, gather information, create tickets in ticketing system and escalate/assign as necessary
- Work on trouble tickets to troubleshoot & resolve client network, security, cloud and voice related issues in a timely manner
- Moves/Add/Changes for Client phone systems
- Moves/Add/Changes for Client network devices
- Moves/Add/Changes for VMs in VMware, AWS, or Azure
- Administer and Configure Windows servers, PCs and laptops as well as loading software
- Monitoring and analyzing security alerts
- Configure & support for network monitoring tools, perform traffic analysis and performance management
- Customer circuit turn-ups and service activations
- Interact with clients, outsourced and network vendors on a daily basis to resolve issues
- Partner with Engineering team for network & system infrastructure support
- Update and create internal articles and/or documentation
- Work within required SLAs for the business and provide regular and frequent status updates
EXPERIENCE
- Possess college degree or equivalent technical experience
- 3 years’ experience in an IT position configuring and supporting Cisco devices
- Previous experience in a call center or support environment a plus
