IT Support Engineer

AdvisorNet Financial; Fort Snelling Unorganized Territory (MN); On-site; USD 70,000 - 95,000; Full time

Job summary

AdvisorNet Financial, Inc. is seeking an IT Support Engineer to lead the support and resolution of hardware, software, and cloud-based issues. You will manage client relationships and communicate complex topics clearly across the organization.

Key responsibilities include acting as SME for multiple platforms, supporting cyber security operations, troubleshooting a broad range of tech problems, and contributing to knowledge base documentation and end-user training.

Qualifications

• Bachelor’s degree in information technology, computer science, or equivalent experience is required.
• 3+ years of IT support engineering experience preferred.
• Strong knowledge of hardware, operating systems, software, applications, network, and cyber security.

Responsibilities

• Serve as SME for enterprise platforms (Salesforce, SmartOffice, Paperclip, Orion, Redtail, etc.).
• Support cyber security posture, audits, policy creation and incident response.
• Troubleshoot and resolve hardware, software, network, and cloud-based issues.
• Manage Tier 1/2 tickets and communicate updates to clients.
• Create knowledge base articles and train end users.

Skills

3+ years experience

Windows & Mac OS

Cyber security basics

Customer-facing support

Education

Bachelor’s degree in IT or related field

Tools

Salesforce

SmartOffice

Orion

Redtail

Laserfiche

Job description

The IT Support Engineer role leads the support and resolution of technical issues involving hardware, software, and cloud-based applications. This role will manage the relationships with clients (Advisor Firms and AdvisorNet Financial) by becoming a trusted resource by effectively communicating technical and non-technical topics with all levels of the organization.

Key Responsibilities and Essential Functions:

• Be the Subject Matter Expert for AdvisorNet’s enterprise and line of business platforms. Applications supported include, but are not limited to, Salesforce, SmartOffice, Paperclip, Orion, Redtail, etc.
• Support and operations execution for AdvisorNet’s Cyber Security posture and tools, this includes but is not limited to CIS audits, policy creation and enforcement, incident response, and being the SME for the Network Watch Secure program.
• Consult with users to determine hardware, software system needs.
• Develop, design, document, analyze, create, test and modify computer systems and programs based on user and system specifications.
• Work within the ticket queue system as Tier 1 and Tier 2 resource, efficiently managing and communicating updates to clients.
• Create, document, analyze, own, and resolve technical issues and client interactions within ticketing system.
• Ability to troubleshoot, diagnose, and define root cause for issues around hardware, software, business applications, network, and cyber security.
• Perform system maintenance such as installing software, applying security patches, and monitoring network performance to prevent future issues.
• Create knowledge base articles for common or complicated issues.
• Be the service desk hardware and software subject matter expert, train end users in applicable best practices.
• Respond to phone calls, emails, and client requests for technical support including but not limited to hardware, software, applications, cloud-based issues, and cyber security.
• Identify, research, and resolve technical problems on the delivery, configuration, maintenance, and troubleshooting of computer systems, ensuring timely resolution and follow-up.
• Manage feedback from clients to improve the IT team’s problem-solving techniques and identify ways to improve efficiency in processes and procedures.
• Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
• Advanced knowledge with Office 365 products, Azure, Salesforce, Cyber Security Best Practices, and PC buildouts.
• Assist with conference room equipment setup and other business needs.
• Other special projects and duties assigned within functional/knowledge area.

Job Specifications:

• Bachelor’s degree in information technology, computer science, computer information systems, or equivalent experience, required.
• 3+ years of IT support engineering experience, preferred.
• Strong knowledge of hardware, operating systems, software, applications, network, and cyber security, required.
• Fundamental understanding of Cyber Security principles and familiarity with cyber security frameworks such as CIS, NIST, ISO 27001, etc., preferred.
• Fundamental understanding of Networking concepts and administration such as hardware, software, protocols, etc., preferred.
• Windows OS, Mac Operating Systems, PC technical repair and troubleshooting experience, required.
• Experience in a multi CRM environment required, knowledge in financial services platforms such as Salesforce, SmartOffice, Orion, Blackdiamond, Laserfiche, Redtail, etc., preferred.
• Ability to learn and implement new technologies.
• Ability to collaborate across all levels of an organization. Personable, approachable with a positive attitude in providing service excellence.
• Strong technical communication skills with ability to be client-facing with good business acumen. Active listener.
• Ability to manage pressure and demanding situations with resourcefulness, tact, and confidence.
• Ability to work independently with effective time management, organization, and problem-solving skills.
• Ability to manage multiple priorities and projects; prioritize, triage, and resolve conflict effectively.
• Mentor Service Desk teammates, focusing on promoting advocacy and solution collaboration.
• Ability to maintain confidentiality, exercise discretion, make solid judgements and act with integrity, professionalism and empathy.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition and grammar.