IT Support Engineer - Bristol, CT

Merge IT • Bristol, CT

3d • Onsite

About The Position

Our enterprise-level client is seeking to add an IT Support Engineer to work onsite in Bristol, CT. This is a 3-6+ month contract with potential for extensions and permanent conversion based on performance. The role requires an ASAP start date and involves providing comprehensive end-user support, system maintenance, and troubleshooting for both Windows and Mac environments. The ideal candidate will have strong customer service skills and the ability to work effectively with a team and other support groups.

Requirements

• Strong Customer Service and communication skills; verbal and written.
• Demonstrated excellent interpersonal skills; ability to work well with other support groups as well as client-facing customer service skills.
• Experience with Windows and Mac OS X including O365.
• Experience with software and hardware evaluations and upgrades.
• Experience installing and repairing computer hardware and peripheral components.
• Experience troubleshooting hardware, software, network, and internet connectivity issues.
• Experience with LAN, MAN, WAN, and VOIP issues.
• Experience setting up and supporting OneDrive, Slack, and Teams.
• Experience supporting remote employees using BSP/VPN and remote tools.
• Experience with Windows BitLocker and Mac FileVault encryption and security tools.
• Experience with backup and restores using standard Windows and Mac utilities.
• Experience with standard Windows migration USMT.
• Experience managing and implementing iOS devices.
• Experience maintaining knowledge base database, documentation, and asset inventory database.
• Experience monitoring SNOW tickets and performing ticket hygiene.
• Ability to monitor assignment groups to meet Service Level Agreements (SLAs).

Nice To Haves

• Extensions and perm conversion possible with good performance.

Responsibilities

• Install, upgrade, deploy, test, maintain, and troubleshoot Windows and Mac OS X including O365.
• Provide and restore systems configurations, reimage or refresh PC desktops, and perform end-user support.
• Handle new hire system setups and system refreshes.
• Perform software and hardware evaluations and upgrades.
• Install and repair computer hardware and peripheral components such as monitors and keyboards.
• Troubleshoot hardware, software, network, and internet connectivity issues on-site or remotely, including LAN, MAN, WAN, and VOIP issues.
• Isolate issues and perform root cause analysis.
• Provide quick response and maximum uptime for all users.
• Perform end-user training when necessary.
• Assist in troubleshooting software and hardware failures.
• Help identify and triage connectivity issues, voice/telecom, network, and software impacting single or multiple users.
• Set up and support OneDrive, Slack, and Teams collaboration software.
• Provide assistance and support for remote employees using BSP/VPN and remote tools.
• Support Windows BitLocker and Mac FileVault encryption and security tools, including backup and restores using standard Windows and Mac utilities.
• Manage standard Windows migration using USMT.
• Manage and implement iOS devices.
• Maintain knowledge base database, documentation, and asset inventory database.
• Work closely with the team and other towers and service providers to resolve issues and problems.
• Escalate issues and/or coordinate with other teams and service providers as necessary.
• Monitor SNOW tickets and perform ticket hygiene.
• Monitor assignment groups to meet Service Level Agreements (SLAs), managing individual ticket count and productivity.

Benefits

• We have a team of talented and ambitious professionals that drive growth by identifying and delivering top quality IT talent for our Fortune 100, enterprise-level clients (aka ‘Big Name’ - think big banks, big pharma, etc.).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed