Smith Douglas Homes

Support Engineer

• Support employees across all Affiliates and the Support Center with technology concerns.
• Install, configure and update computer hardware, software, printers, scanners, routers, phones, etc.
• Set up and configure network and computer equipment at new communities and in Division and Community offices.
• Help end users with computer tasks (e.g. Microsoft Office, printing, connecting to the Internet, VPN, home building application setup, removing viruses, solutions for problems, training in Office 365, etc.).
• Managing support tickets to resolution with IT Service Provider(s).
• Complete projects and tasks as defined by IT Management.
• Keep track of users’ system issues until resolved by adhering to the agreed timelines using the SD Service Desk Portal.
• Follow up with users to ensure their IT systems are fully functional after troubleshooting.
• Create/Update Tech Support documentation as needed.
• Provide onsite and remote Tier I/II/III direct support to Sales Agents and Construction staff on a broad array of technologies including Windows 10\11 PCs, Printers, Kiosks, VOIP Solutions and LAN/WAN network components.
• Provide on-call support as scheduled and help troubleshoot, diagnose and resolve issues.
• Maintain Active Directory including user provisioning, deprovisioning.
• Oversee network builds and cable pulls as physical changes to the office are made.
• Maintain Microsoft 365 products as needed.
• Troubleshoot and resolve complex PC, server, and network issues and support Microsoft core operating systems and business applications.
• Work collaboratively with peers to provide quick response, diagnosis, and resolution of customer issues.
• Perform both remote and onsite hardware and software repairs, upgrades, and installations.
• Serve as technical lead on internal projects and tasks.
• Manage and maintain inventory of hardware and software across the company division and community offices.

Technical Support Engineer