IT Support Engineer

Evergreen Residential Holdings, LLC•Dallas, TX

2d•Onsite

About The Position

Evergreen Residential is seeking an IT Support Engineer to play an integral role in supporting their rapidly scaling portfolio. This position will interact with Company employees over the phone, in person, or via video conferencing to resolve reported issues. The ideal candidate will have extensive customer service experience, technical support, and troubleshooting skills as they apply to computers, networking, IP telephony, AV, and applications. You will report into our Technology Manager, providing clear and concise information when escalating issues is required. This position will be based in our downtown Dallas office and requires a 5-day in office commitment.

Requirements

Associates degree preferred and 3-5 years customer support/Help Desk experience is required. Instead of a degree, at least two additional years in a professional IT-related and/or business-related role
Strong communication (written and verbal), interpersonal, and analytical skills
Ability and desire to provide excellent customer service to internal and external customers and vendors.
Knowledge and understanding of IT troubleshooting methodologies.
Proficient with Apple iOS and Windows 11
Prior experience in O365, Intune, Defender (Or like product), Azure AD, Patch management. Microsoft Windows 11, Apple IOS and AndroidOS
Ability to effectively multitask, work independently and in team setting
Ability to smile in the face of adversity, help others laugh on a bad day, and make everyone feel their concerns or issues are important no matter how small

Nice To Haves

A+, N+ Certification

Responsibilities

Diagnose and resolve complex technical issues involving a variety of networked systems, ensuring minimal disruption to end-user operations.
Assist employees with the configuration, troubleshooting, and maintenance of mobile devices (iPhone, iPads, laptops, etc.), ensuring optimal performance across all platforms.
Deliver exceptional customer support in high-pressure situations, providing clear and timely solutions to meet employee needs.
Escalate critical issues to Systems & Network Engineering or Security teams, ensuring rapid resolution of any advanced technical concerns.
Manage and track hardware and software inventory, accurately forecasting equipment requirements and procuring necessary components to maintain consistent service delivery.
Install, configure, and troubleshoot hardware and software on desktop computers, laptops, and other end-user devices, ensuring seamless setup and functionality.
Monitor and manage service tickets within the ticketing system, ensuring timely responses and resolutions.
Triage, troubleshoot, and resolve technical issues related to hardware and software through the ticketing system, prioritizing based on impact and urgency.
Communicate effectively regarding progress, troubleshooting steps, and any escalated issues, keeping stakeholders informed.
Contribute to continuous process improvement efforts, identifying and suggesting improvements in workflows, tools, or processes to enhance service efficiency.
Work on ad-hoc projects, creating innovative solutions where no established processes or solutions currently exist, contributing to the growth and improvement of the IT environment.
Confidently discuss and share technology ideas in an open, team-focused environment, promoting collaboration and innovation.
Be available for after-hours support as needed, evenings, weekends, with the flexibility to handle urgent requests with minimal notice to maintain uptime requirement. Areas including: Network, Patching, Updates, Ticketing or other uptime related issues.