IT Support Specialist
3 weeks ago
At Aricent, we are seeking a highly skilled IT Support Engineer to join our team. As an IT Support Engineer, you will be responsible for providing comprehensive technical support to our employees.
Key Responsibilities:- Provide technical support to employees via web chat, telephone calls, email, and ticketing system.
- Diagnose and troubleshoot end-user computing problems, including analyzing the problem, identifying appropriate resources, testing proposed fixes, and follow-up to ensure the problem has been resolved.
- Maintain Asset Inventory according to company policies.
- Coordinate with Sales and Procurement Partner to ensure timely delivery of new resources.
- Acquire and maintain current knowledge of relevant support policies to provide technically accurate solutions to users.
- Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
- Assist with activities to triage and escalate any system or network outage to reduce downtime.
- Install and configure user laptops/desktops/mobile devices.
- Respond to L1/L2 IT support requests.
- Interact with users to diagnose software, networking, or hardware issues.
- Provide technical support on-site or via remote-access systems. Conduct screenshare sessions if required.
- Repair hardware malfunctions, software issues, and networking problems.
- Properly escalate unresolved issues to engineering team.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Will be required to participate in 24x7 on-call rotation.
- End-user education on newer tools and systems being implemented.
- On-boarding and off-boarding activities related to IT.
- L1/L2 knowledge in networking.
- Basic networking knowledge about TCP/IP, LAN, WAN, routers, access points & switches.
- Collaborate with the IT department on the deployment and maintenance of network technologies.
- Install, configure, and update network software as well as maintain hardware and network devices.
- Bachelor's degree in Computer Science or IT-related field.
- Must have knowledge of Mac OS and Microsoft Windows 10.
- Strong verbal and written skills and proven ability to communicate with technical and non-technical staff.
- Display a commitment to quality and strong multi-tasking skills.
- Adherence to shift schedules and timeliness are key requirements.
- Advanced MacOS systems administration skills.
- Strong troubleshooting skills in very complex systems.
- Experience with MDM tools like In Tune, Jamf, ManageEngine, Munki, etc.
- Ability to explain complex IT concepts in simple terms.
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