IronEdge Group

Support Engineer

• Support Technicians provide front-line technical support to end users, troubleshoot server and network systems, and dispatch to on-site clients to troubleshoot and remediate issues
• This position performs repairs to software or peripheral equipment configurations, following design or installation specifications
• Support Technicians escalating issues to senior staff members
• The Support Technician will interact with users, including C-Level or Executive client contacts, so professional verbal and written communication skills are a must
• Occasional training of end users and new team members is required
• Strong decision-making, problem-solving, multi-tasking, and planning skills are utilized to provide excellent customer service in a fast-paced environment
• Support Technicians work both as a team and as individual contributors, serving as advanced problem solvers with creative solutions that focus on long-term stability
• Attention to detail is required to complete tickets in accordance with company standards
• The desire to learn and the ability to absorb new skills and information are key to this position

IT Support Technician

Administration

• Provide guidance and escalation support to the Corporate IT team
• Oversee the health of our PSA and RMM systems
• Manage incidents and monitor performance
• Troubleshoot issues and maintain documentation
• Provide training and communicate effectively
• Respond to emergencies and execute internal projects

Infrastructure Administrator III

System Administrator

• Systems Administrators provide front-line technical support for end users
• Actively listen to client problems and concerns to effectively remediate issues
• Escalate within and outside the team to ensure client service and experience are set at the highest levels
• Serve as a technical escalation point, providing mentoring support to staff
• Manage tickets and allocating resources as needed
• Perform complex repairs to software and peripheral equipment configurations
• Set up user accounts and configure email access
• Answer user inquiries and train users in the proper use of hardware or software
• Complete accurate time entry and documentation of remediation steps
• Participate in an on-call rotation (quarterly)