Cooke Inc.

Support Engineer

• Diagnose and resolve a wide range of end-user hardware, software, and connectivity issues.
• Perform root-cause analysis for recurring incidents and recommend preventative actions.
• Support field services activities, including workstation deployment, troubleshooting, and equipment maintenance.
• Fulfill non-standard service requests and perform approved system or application configurations.
• Maintain and improve knowledge base articles, SOPs, and troubleshooting documentation.
• Coordinate with infrastructure, network, and application teams to resolve cross-functional issues.
• Support onboarding and offboarding activities, including accounts, devices, and access.
• Monitor ticket queues and ensure response and resolution SLAs are met.

IT Support Analyst