Grapevine MSP Technology Services

Support Engineer

• System Monitoring: Monitor and maintain the company's IT systems, networks, and applications to ensure availability and performance during night hours.
• Technical Support: Provide end-user support, troubleshoot hardware, software, and network connectivity issues, and resolve incidents promptly.
• Incident Management: Log and track all incidents, perform root cause analysis, and implement solutions to prevent recurrence.
• Routine Maintenance: Perform scheduled maintenance tasks such as backups, updates, and patch management to ensure system reliability and security.
• Escalation: Escalate complex issues to the appropriate IT staff or third-party vendors and follow up to ensure timely resolution.
• Documentation: Maintain accurate, up-to-date records of IT procedures, incidents, and resolutions.
• User Training: Help users learn new systems, applications, and IT policies to improve proficiency and productivity.
• Security Compliance: Ensure compliance with company IT security policies and procedures and report any security breaches or vulnerabilities.
• Collaboration: Work closely with the day shift IT team to ensure seamless transitions and effective communication of issues and resolutions.

Desktop Support Technician II – Tier 2