IT Support Engineer - Skaneateles, NY 13152

Merge IT•Skaneateles, NY

3d•Onsite

About The Position

Our enterprise-level client is seeking to add an IT Support Engineer to the team in Skaneateles, NY. This role involves providing second-line technical support to end users through remote and onsite assistance, resolving various hardware, software, operating system, application, and connectivity issues. The IT Support Engineer will also act as an escalation point for the Service Desk, perform IMAC activities, and manage the installation, configuration, and decommissioning of end-user computing equipment. A key part of the role includes imaging, testing, and deploying devices and applications, as well as delivering hands-on desk-side support and guidance. The position requires supporting VIP users and critical business meetings, accurately documenting all incidents and resolutions in the ticketing system, and ensuring timely completion of tasks within SLAs. Maintaining accurate asset records and IT equipment inventory is also crucial. The role involves collaboration with internal support teams, escalating unresolved issues, and adhering to operational, security, and customer support procedures, all while maintaining a high standard of customer service and user satisfaction.

Requirements

Provide second-line technical support
Resolve hardware, software, operating system, application, and connectivity issues
Act as an escalation point for incidents and service requests
Perform IMAC activities
Install, configure, replace, and decommission end-user computing equipment
Image, test, validate, and deploy end-user devices and applications
Deliver desk-side support and end-user guidance
Support VIP users and critical business meetings
Document incidents, service requests, and resolutions in a ticketing system
Complete tickets and tasks within SLAs
Maintain asset records and IT equipment inventory
Collaborate with internal support teams
Escalate unresolved issues
Follow operational, security, and customer support procedures
Maintain a high standard of customer service and user satisfaction

Responsibilities

Provide second-line technical support to end users via remote and onsite assistance
Resolve hardware, software, operating system, application, and connectivity issues
Act an escalation point for incidents and service requests from the Service Desk
Perform IMAC activities (Install, Move, Add, Change) for end-user computing equipment
Install, configure, replace, and decommission desktops, laptops, peripherals, and mobile devices
Image, test, validate, and deploy end-user devices and applications
Deliver hands-on desk-side support and end-user guidance following issue resolution
Support VIP users and critical business meetings as required
Accurately document incidents, service requests, and resolutions in the ticketing system
Ensure tickets and tasks are completed within agreed service level agreements (SLAs)
Maintain accurate asset records and manage IT equipment inventory
Collaborate with internal support teams and escalate unresolved issues when necessary
Follow defined operational, security, and customer support procedures
Maintain a high standard of customer service and user satisfaction