Information Technology Support Engineer

StevenDouglas; Boca Raton (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

StevenDouglas in Boca Raton, FL seeks a Technical Support Engineer to deliver white-glove support via phone and email. You will troubleshoot networks, cloud and voice issues, perform health checks, and assist with Windows server/PC support.

The role involves on-call after hours, multi-discipline IT duties, and collaboration with Engineering to maintain infrastructure and backups. 3+ years in IT is required.

Qualifications

• College degree or equivalent technical experience.
• 3+ years in an IT/support role.
• Experience across servers, desktop, cloud, LAN/WAN/voice.
• Basic network troubleshooting knowledge.
• Strong verbal and written communication.
• Willingness to participate in an on-call schedule.

Responsibilities

• Handle incoming phone calls, gather information, create tickets in the ticketing system and route as needed.
• Troubleshoot and resolve client network, security, cloud and voice issues promptly.
• Perform moves/adds/changes for client phone systems, network devices, VMware, AWS, or Azure.
• Provide Windows server/PC support and software installation.
• Respond to monitoring and security alerts per standard processes.
• Apply software updates to network devices and systems.
• Escalate issues and collaborate with Engineering for infrastructure support.
• Update internal articles and documentation.
• Verify backups are completed and remediate failures as needed.
• Create and manage user accounts in Active Directory.
• Maintain SLA adherence with regular status updates.

Skills

Networks

Windows troubleshooting

Troubleshooting

Verbal & written communication

On-call support

Education

College degree or equivalent technical experience

Tools

Ticketing system

Active Directory

VMware

AWS

Azure

Job description

TECHNICAL SUPPORT ENGINEER - JOB DESCRIPTION

Title: Technical Support Engineer

Status: Full Time

PURPOSE AND SCOPE

This is a customer-focused role in which the Support Engineer will be expected to handle and resolve customer issues through phone and email. You will be responsible for performing basic routine health checks, network monitoring and troubleshooting of network, systems, security, cloud and voice related issues. As a Technical Support Engineer, you are essential to providing a "white-glove" level of support to our customers.

RESPONSIBILITIES

• Handle incoming phone calls, gather information, create tickets in ticketing system and escape/assign as necessary
• Work on trouble tickets to troubleshoot & resolve client network, security, cloud and voice related issues in a timely manner
• Moves/Add/Changes for Client phone systems, network devices, VMware, AWS, or Azure
• Provide support for Windows servers, PCs and laptops as well as loading software
• Responding to monitoring and security alerts according to standard processes
• Execute software updates to network devices and systems
• Escalate issues and partner with Engineering team for network & system infrastructure support
• Update and create internal articles and/or documentation
• Check to ensure backups have been completed and remediate failures when necessary
• Create and manage user accounts in Active Directory
• Work within required SLAs for the business and provide regular and frequent status updates

JOB REQUIREMENTS

• Experience working across multiple disciplines (Servers, Desktop, Cloud, LAN, WAN, Voice)
• Knowledge of basic network troubleshooting
• Knowledge of basic Windows troubleshooting
• Ability to work independently without supervision
• Strong verbal and written communication skills
• This position will participate in an on-call schedule, providing after hours support as necessary

EXPERIENCE

Possess college degree or equivalent technical experience

• 3+ years’ experience in an IT position or support environment configuring and supporting various systems

PREFERRED QUALIFICATIONS (Not Required)

This job description does not list all duties of the job. You may be asked by management to perform other duties.

Management has the right to revise this job description at any time. This job description does not constitute a contract for employment.