Support Engineer

• Provide technical expertise and trouble-shooting
• Find solutions and supporting hardware, software, and operating systems in an inter-networked environment
• Assist in onboarding new hires
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner
• Document all pertinent end user identification information
• Responsible for first line Tier 2 technical support
• Work with vendor support contacts and teammates to resolve technical problems
• Utilize remote control software to troubleshoot and fix user problems
• Image, configure, and maintain laptops, desktops, and printers
• Troubleshoot phone issues
• Support various software packages including Microsoft Office, anti-virus, backup, email clients, ActiveSync, VPN client, Adobe Products, Internet Browsers and various GDS software
• Perform system administration of Microsoft Active Directory, Exchange and Office 365 user management
• Escalate IT issues when necessary
• Develop user training manuals, help sheets, FAQs and procedures for end users
• Work extended hours in the event of serious problems or scheduled work
• Work as part of the after-hours team rotation for on-call
• Provide clear & concise information through written and verbal communications
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Build rapport and elicit problem details from help desk customers
• Record, track, and document the help desk request problem-solving process
• Access software updates, drivers, knowledge bases, and resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Performing preventative maintenance
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Responsible for improving systems and processes within the end user standards

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