IT Support Engineer
About The Position
Fairway, a leading provider of residential exterior home services and a Morgan Stanley Capital Partners portfolio company, delivers essential services such as weed control and fertilization, along with complementary offerings including irrigation, pest control, and tree and shrub maintenance. The IT Support Engineer plays a crucial role in providing technical support to end-users within an organization. The primary responsibility is to address and resolve IT-related issues, ensuring that employees can effectively utilize technology resources. This role involves a combination of technical expertise, customer service skills, and problem-solving abilities. Looking for a team player with strong communication skills, good customer service, and experience working closely with all facets of IT Operations to address issues.
Requirements
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Previous experience in a helpdesk or technical support role is advantageous.
- Proficiency in VoIP phone applications, familiarity with hardware components, networking concepts, and experience with common office software.
- Experience related to Caller Branding. (First Orion, Caller ID Reputation)
- Experience in MDM systems.
- Experience in O365 Administration.
- Experience in ITSM and ITAM.
- Strong interpersonal and customer service skills with the ability to communicate technical concepts to non-technical users.
- Excellent problem-solving skills and the ability to think critically under pressure.
- Ability to work collaboratively with other IT professionals and departments.
- Excellent communication and interpersonal skills.
- Ability to work under pressure, often in a deadline driven environment.
- Ability to perform several tasks concurrently with superior attention to detail.
Nice To Haves
- Experience with IP Phone Systems like NICE
- Experience in Call branding.
- Experience in MDM (Ivanti and Intune)
Responsibilities
- Respond to user inquiries and technical issues via phone, email, or in-person.
- Diagnose and troubleshoot hardware, software, and network-related problems.
- Guide users through step-by-step solutions and provide remote assistance when necessary.
- Install, configure, and upgrade hardware and software components.
- Perform routine maintenance tasks, such as system updates and patches.
- Collaborate with other IT teams for more complex system changes.
- Assist in the procurement process for IT hardware and software.
- Perform Admin duties in O365 and Microsoft Office Suite.
- Maintain an inventory of IT assets and licenses.
- Troubleshoot phone issues, migrating from one provider to another (NICE).
- Support NICE CXONE migration during M&A.
- Implement and enforce security protocols to safeguard information and systems.
- Log and track support incidents using a ticketing system.
- Prioritize and escalate issues based on their urgency and impact on business operations.
- Ensure timely resolution of incidents and adherence to service level agreements (SLAs).
- Collaborate with other IT departments to address cross-functional issues.
- Conduct user training sessions to enhance employees' IT literacy and self-help capabilities.
- Create documentation and knowledge base articles for common issues and solutions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
