What are the responsibilities and job description for the IT Support Engineer position at Pure Safety Group, Inc.?
SUMMARY OF POSTION
This role is a hybrid remote position. A successful candidate will be responsible for maintaining the customer relationship and communication tied to support/project related activities. A professional, positive team approach, desire to learn and grow, and be a champion of success is expected.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Serve as initial point of contact for IT requests
- Install, modify, and repair computer hardware and software
- Adhere to and support the IT SLAs
- Create and update documentation as needed
- Travel to facilities as needed
- Monitor servers, systems, and scheduled events to capture when errors and issues occur
- Capture, resolve, and route if necessary end user-requests regarding PC, printer, ERP applications, Microsoft applications, and any other enterprise software solution in-use
- Respond to requests for systems assistance via phone and electronic communication; document, track, route and monitor issues/requests to ensure timely resolution
- Research questions using available information resources and utilize remote assistance software to troubleshoot, diagnose and resolve system issues; advise users on appropriate action(s)
- Follow standard help desk procedures; log all interactions; redirect or escalate problems to appropriate resources as needed; identify and escalate situations requiring urgent attention
- Assist the IT department when major disasters or major infrastructure changes occur, often by functioning as a Communication Command Center
- Other duties, as assigned by the IT Director
REQUIRED COMPENTENCIES, KNOWLEDGE, SKILLS
Computer/technology skills:
- Four years’ experience with application software or a combination of education and experience (i.e. Microsoft Server, Active Directory, Microsoft Office 365 Suite, Project Management Software, VISIO, etc
- Office 365/Azure
- Document Management systems, Xerox Docuware preferred.
- Virtual PBX systems
- Training and/or practical experience in Operations Support activities and Manufacturing applications
- Ability to lift 50lbs
Experience:
- Prior MSP experience preferred.
- Must be able to follow documented instructions and escalations
- Strong organizational and time management skills
- Strength in formal (written) and informal (verbal) communication skills
- ConnectWise experience and Connect (Labtech) background a plus
- Experience with DATTO a plus
- Experience in solving user problems with Epicor a plus
- Experience in solving connectivity and other network issues across a WAN
- Strong Knowledge of PC hardware and software - installing, configuring, diagnosing and troubleshooting.
- Current knowledge of network technologies (Wi-Fi, Firewalls etc.) Ubiquity and Watchguard preferred.
- Knowledge of PC imaging and deployment techniques
- Troubleshooting connectivity and other network issues across a WAN
- A certification, ITIL