IT Support Engineer

Jobtailor; Clayton (PA); On-site; USD 55,000 - 75,000; Full time

Job summary

Jobtailor is seeking an IT Support Engineer to provide user support and customer service to staff, teachers and students in an educational environment.

You will own issues from start to resolution, follow service desk procedures, and log tickets while escalating when needed. The role includes hands-on hardware/software support, device management, and documentation updates.

Qualifications

• Bachelor's degree in IT or a related field.
• At least two years' experience in IT support or a similar role.
• Verbal and written English proficiency is required.

Responsibilities

• Primary responsibility is user support and customer service
• Being present and available to staff, teachers and students requiring technical assistance
• Take ownership and responsibility of support issues from start through a successful resolution
• Performing post-resolution follow-ups as part of the customer service
• Follow standard service desk operating procedures; accurately log all tickets using the defined tracking software
• Escalate issues and involve upper tiers wherever required in order to resolve issues as quickly as possible
• Perform hands-on fixes at the desktop, laptop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Performing preventative maintenance, including checking and cleaning of workstations and peripherals
• Maintains the IT Asset Database and track changes
• Promotes and acts as a link between end users and proper use of IT procedures, systems and platforms
• Create, edit and update solution documentation in the organization knowledge base
• Prepares regular reports for regional management
• Perform other ad-hoc projects or tasks as assigned

Skills

Troubleshooting

Analytical thinking

Problem-solving

Interpersonal skills

English proficiency

ITIL Foundation

CISCO Certification

Education

Bachelor's degree in information technology

Tools

Apple iOS management

Android device management

Job description

• Primary responsibility is user support and customer service
• Being present and available to staff, teachers and students requiring technical assistance
• Take ownership and responsibility of support issues from start through a successful resolution
• Performing post-resolution follow-ups as part of the customer service
• Follow standard service desk operating procedures; accurately log all tickets using the defined tracking software
• Escalate issues and involve upper tiers wherever required in order to resolve issues as quickly as possible
• Perform hands-on fixes at the desktop, laptop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Performing preventative maintenance, including checking and cleaning of workstations and peripherals
• Maintains the IT Asset Database and track changes
• Promotes and acts as a link between end users and proper use of IT procedures, systems and platforms
• Create, edit and update solution documentation in the organization knowledge base
• Prepares regular reports for regional management
• Perform other ad-hoc projects or tasks as assigned

Requirements

• Bachelor's degree in information technology, computer technology, or a similar field
• At least two years' experience as an IT support engineer or similar role
• Within the Education industry would be a big plus
• Verbal and written English proficiency is required
• Strong troubleshooting, analytical, and problem-solving skills
• PC, laptop, printers and peripheral devices troubleshooting
• Good interpersonal skills and the ability to work with technical and non-technical personnel
• Expertise in configuring and managing Apple iOS and Android devices is desired but not mandatory
• ITIL Foundation, or equivalent, highly preferred but not mandatory
• CISCO Certification, preferred but not mandatory