Information Technology Engineer - Knoxville, TN

Arctiq•Knoxville, TN

3d•Onsite

About The Position

The Information Technology Engineer (ITE) serves as the first point of contact for customers seeking technical assistance. This role provides both remote and onsite support, troubleshooting, and resolution across a broad range of technologies, including networking, cloud services, Active Directory, Microsoft 365, email, wireless networking, and end-user devices. The ideal candidate is customer-focused, technically proficient, and committed to delivering high-quality IT support.

Requirements

Ability to communicate technical concepts effectively to non-technical users.
Strong customer service skills with the ability to handle challenging situations professionally and calmly.
Ability to work collaboratively in a team-oriented environment.
Excellent attention to detail and strong written and verbal communication skills.
Strong listening skills with a commitment to delivering exceptional customer service.
Experience administering and troubleshooting Active Directory.
Experience administering and providing basic support for Microsoft 365 environments.
Working knowledge of networking concepts and troubleshooting.
Basic understanding of cybersecurity principles and best practices.
Experience supporting Windows and macOS operating systems.

Responsibilities

Analyze, troubleshoot, evaluate, and resolve a wide range of technical issues.
Resolve and/or escalate incidents and service requests in a timely manner, determining the most effective solution based on customer needs and available resources.
Manage customer expectations while building and maintaining strong client relationships.
Monitor and respond to system alerts, identify root causes, and recommend improvements.
Identify opportunities to improve procedures, processes, and customer environments.
Maintain accurate documentation of client IT infrastructure and configurations.
Follow established IT service delivery processes, standards, and best practices.
Provide follow-up support to ensure customer satisfaction and complete issue resolution.
Document all work performed, including support tickets, customer communications, and resolutions.
Educate customers on technology solutions and best practices.
Travel to customer sites as needed to troubleshoot, diagnose, and resolve issues that cannot be addressed remotely.
Perform PC deployments, imaging, and hardware setup.
Conduct data center walkthroughs and equipment inspections.
Participate in an on-call support rotation.
Perform other duties as assigned.