Systems Engineer

• Act as the initial point of contact for all IT-related inquiries via various communication channels (phone, email, ticketing system), providing timely and friendly responses to resolve issues within SLA or escalate them to 3rd party vendors when necessary.
• Support end-to-end internet and phone service installations across multiple locations, ensuring timely activation.
• Diagnose and resolve hardware and software problems related to desktops, laptops, printers, mobile devices, and other IT equipment, ensuring minimal downtime and disruptions for end-users.
• Assist users with software installations, updates, configurations, and troubleshoot issues related to operating systems, productivity applications, and custom software.
• Handle password reset requests and user account management to maintain security and access controls.
• Provide excellent customer service skills in a fast-paced environment. Talk end-users through their difficulties and turn the situation into a positive experience.
• Create and maintain detailed documentation for common issues, troubleshooting steps, and solutions, aiding in the knowledge base for both the team and end-users.
• Conduct small-group or one-on-one training sessions to help users become proficient IT systems.
• Provide on-call remote assistance to off-site employees, ensuring their technical needs are met promptly and efficiently.
• Ensure users adhere to firm IT policies and procedures, assisting in enforcing security protocols and compliance requirements.
• Provide backup support to monitor and manage IT assets, including hardware and software inventory, and maintain accurate records of equipment issued to users.

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