American Pacific Mortgage

Support Engineer

• Monitor the ITSM ticketing system; assign, resolve, or escalate incoming requests.
• Provide remote and onsite support for hardware, software, networking, and account-related issues within established SLAs.
• Assist users with technical needs and general inquiries.
• Perform account management tasks, including onboarding, offboarding, and access adjustments.
• Manage and track IT assets, including imaging, deployment, break/fix, and inventory updates.
• Lift, move, and set up hardware such as PCs, monitors, and printers.
• Process RMAs and coordinate with vendors for hardware replacement.
• Conduct basic server, network, and UCaaS administration when required.
• Maintain accurate ticket documentation, troubleshooting notes, and follow-up communication.
• Collaborate with engineering teams to resolve escalated or recurring technical issues.
• Create and update technical documentation, job aids, and knowledge base articles.
• Perform additional duties as assigned by management.

Desktop Support Analyst