Encompass Digital Media

Support Engineer

• Operates under the supervision of the IT User Support Manager as part of a globally distributed IT team.
• Required to be on-site during regular business hours to ensure consistent and reliable support for end users.
• Acts as the first point of contact for users experiencing technical difficulties.
• Logs support requests comprehensively in the ticketing system and ensures each case is tracked through resolution or escalation.
• Diagnoses technical problems accurately, collects relevant details, and conducts initial troubleshooting using available resources.
• Applies documented solutions effectively by following step-by-step instructions and utilizing remote access and administrative tools.
• Supports employee onboarding and offboarding by provisioning equipment and documenting tasks to meet compliance standards.
• Monitors for potential system outages or recurring issues and promptly informs Team Leads based on gathered data and ticket patterns.
• Oversees the daily handling and maintenance of IT hardware such as computers, printers, and related devices.
• Helps with collaboration technologies, including conference room systems and Microsoft Teams Voice Devices.
• Demonstrates a proactive attitude toward learning new technologies and embracing additional duties as needed.

IT Desktop Support Technician