Technology Support Engineer

Boardroom Appointments; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Technology Support Engineer to provide exceptional IT support, manage desktop systems, and mentor junior engineers. The ideal candidate will have extensive experience in IT hardware, software, and network services, along with strong problem-solving and communication skills. This role requires a commitment to high customer service standards and the ability to work independently while supporting a diverse range of IT tasks. Join a dynamic team and contribute to innovative solutions in a fast-paced environment.

Qualifications

• Minimum five years supporting IT hardware, software, and network services.
• At least three years experience with Desktop Management systems like SCCM.
• Helpdesk/call center experience; Remedy knowledge advantageous.

Responsibilities

• Administer desktop management tools like Microsoft SCCM for patches and inventory.
• Build, image, deploy, and troubleshoot desktops and IT equipment.
• Be available on a rotating roster for 24x7 global support.

Skills

Customer Service

Problem Solving

Communication

Analytical Skills

Scripting

Education

Microsoft Windows OS Certification

N+ Certification

A+ Certification

Cloud Computing Course

Microsoft Azure Fundamentals Certification

Tools

Microsoft SCCM

Remedy

PowerShell

Deepfreeze

Microsoft Office 365

Job description

About the job: Technology Support Engineer

This role requires a comprehensive set of technical skills and certifications, including:

• Microsoft Windows OS course and exams
• Base certifications: N+, A+
• System Center Configuration Manager (SCCM) course and exam (beneficial)
• Microsoft Office 365 suite
• Fundamental AI and BOT solutions course (beneficial)
• PowerShell scripting course (beneficial)
• Remedy (BMC) call logging system course
• Deepfreeze fundamentals (beneficial)
• Device management certification: Dell
• Cloud computing course and Microsoft Azure Fundamentals certification (beneficial)
• Troubleshooting course, preferably Kepner-Tregoe (beneficial)

Skills, Requirements, Abilities, and Knowledge:

• Provide outstanding customer service consistently
• Focus on client needs and develop productive relationships
• Understand client circumstances and resolve problems quickly
• Monitor and respond to technical questions from the security team
• Engage with customers and stakeholders at leadership levels
• Show initiative and innovation
• Maintain a long-term focus, proactively addressing issues
• Participate actively in problem resolution, including after-hours work if necessary
• Anticipate problems and opportunities, dealing with them promptly
• Minimum five (5) years supporting IT hardware, software, and network services in a Service Center/Help Desk environment
• Experience with financial software support
• Strong problem investigation and resolution skills
• Understanding of LANs, network protocols, including IP addressing
• Ability to work independently and escalate issues appropriately
• Excellent organizational, communication, writing, and listening skills
• Willingness to learn and develop professionally
• Helpdesk/call center experience; Remedy knowledge advantageous
• Assist with desktop technology asset management
• Support meetings and meeting rooms
• Scripting skills, especially PowerShell
• At least three (3) years experience with Desktop Management systems like SCCM
• Strong analytical and troubleshooting skills
• Support for 2-way authentication and troubleshooting
• Documentation and report writing skills, including building documents
• BI report creation
• Portal support
• Deepfreeze support
• Support for info screens and MS Office Suite communication
• Understanding of IT policies, procedures, and audits
• Vendor management experience
• Support for remote/off-site offices
• Ability to coach and mentor junior engineers
• Courses in documentation, time management, stress management, and self-awareness are advantageous
• Understanding of promotion processes is advantageous

Responsibilities:

• Administer desktop management tools like Microsoft SCCM for patches, inventory, imaging, and licensing
• Build, image, deploy, and troubleshoot desktops, laptops, printers, scanners, and other IT equipment
• Follow all IT SOPs, policies, and procedures
• Maintain the Remedy ticketing system, resolving tickets within SLAs and company policies
• Mentor and train IT Service Desk and Level 1 Engineers
• Communicate clearly and effectively both orally and in writing
• Perform daily tasks with high customer service standards
• Manage Active Directory accounts
• Support management of printers and other peripherals critical to operations
• Provide hardware and software support in a mixed Microsoft and Mac environment
• Support meeting locations with hardware, video conferencing, and collaboration tools like Confluence
• Assist users remotely
• Manage assets related to daily functions
• Be available on a rotating roster for 24x7 global support