It Support Engineer

Fugetron Corporation; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

Fugetron Corporation is seeking an IT Technician in the United States to ensure system operation and to respond to support requests in a timely manner. You will be the first point of contact for IT service tickets and work with the sales team on pre/post-sales support including discovery, site surveys, and technical account management.

Ideal candidates have strong customer service, problem-solving, and multitasking skills, plus experience with Windows Server environments and Active Directory.

Qualifications

• College diploma or university degree in Computer Science or 5 years equivalent MSP experience.
• Experience with desktop and server OS including Windows 7, Windows 10, Server 2008/2012/2016 and Mac OS.

Responsibilities

• Provide IT service desk support via phone, web portal, or email to ensure timely resolution of end-user issues.
• Provisioning and system setup for new hires.
• Prioritize incidents and service requests to meet defined SLAs.
• Use remote tools and diagnostics to resolve requests.
• Perform hands-on fixes at the desktop level, including hardware repairs and peripheral delivery.
• Install and configure hardware/software across network devices; manage Active Directory, DNS, DHCP.
• Administer servers and network equipment; manage firewall/switch maintenance.
• Build good cross-department relationships and uphold safety standards.

Education

College diploma or degree in Computer Science

Tools

Windows Server

Active Directory

Exchange Server

DNS/DHCP

RMM Tools

Job description

Summary

The IT Technicians role is to ensure system operation and functionality so that end users can accomplish business tasks. The objective of the IT Technician will be to respond to support requests in a timely manner, be the initial reference point for all IT support-related tickets, and ensure the satisfaction of the end-user, among other technical duties.

IT Technicians are expected to display good interpersonal skills as they will interact with colleagues from various departments, executive levels, and customers daily. The IT Technician will possess the ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking, and organizational skills.

IT Technician will work jointly with the sales team to provide pre-sales and post-sales support, including tasks such as discovery meetings, site surveys, proposals, and presentations on technical assessments, implementations, and ongoing technical account management. The selected candidate will be results-oriented, self-motivated, energetic, professional, reliable, and a team player

Responsibilities:

• Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
• Provisioning and system setup for new hires.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Installing and configuring hardware and software components throughout various network infrastructure devices.
• Install antivirus software and ensure virus definitions are up to date.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Network firewall and switch administration and maintenance.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Establishing good relationships with all departments and colleagues.
• Ensuring company safety and security standards are met.
• Some network and server solution design and architecture.

Requirements:

• College diploma or university degree in the field of Computer Science and/or 5 years equivalent work experience with an IT Managed Services Provider (MSP).
• Experience with desktop and server operating systems including Windows 7, Windows 10, Server 2008, Server 2012, Server 2016, and Mac OS.

Ideal Candidate:

• Minimum of five years hands-on experience configuring, trouble-shooting and repairing networking equipment, Windows servers and workstations, Exchange server and Active Directory
• Excellent verbal and written communication skills. Comfortable working in client-facing environment to understand current / historic issues regarding their business and technology
• Ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking and organizational skills
• Results-oriented, self-motivated, energetic, professional, reliable and a team player
• Possesses strong organizational and time-management skills
• Strong understanding of technology and business productivity systems
• Experience with RMM (remote monitoring and management) tool is a plus

Recommended Certifications:

• CompTIA A+
• CompTIA Net+
• CompTIA Security+
• CompTIA Server+
• MCSA (Microsoft Certified Systems Administrator)
• MCSE (Microsoft Certified Systems Engineer)
• CCNA (Cisco Certified Network Administrator)