Associate IT Engineer

Description

The company's IT Engineers form the core of end user support and act as the face of customer service for staff.

The role gives you exposure to Systems, Networking, Unified Communications, and Internal Security, and builds core skills in troubleshooting, ticket tracking, vendor management, and A/V deployment.

You work alongside a wide range of colleagues, and there are paths to grow your career and specialize across the organization.

Responsibilities

• Set up new employees with a smooth technology experience during onboarding.
• Serve as the first point of contact for internal employees' requests and issues.
• Handle queries arriving by phone, direct message, in person, and through Jira tickets.
• Log each query and decide its order of response based on urgency, business needs, and the groups affected.
• Find and fix technical problems through structured troubleshooting, including asking open and closed questions and reliably reproducing intermittent faults.
• Install, change, and repair computer hardware and software.
• Guide customers through solving their problems.
• Check back with customers to confirm their issues are fixed.
• Keep the asset and peripheral inventory accurate.
• Maintain and troubleshoot Microsoft Teams conference rooms and a range of audio and video setups.
• Configure and deploy computer hardware securely for trade shows, demo environments, internal events, and other ad hoc uses.
• Help manage devices, mostly on macOS.
• Write technical documentation for a knowledge base that is growing and changing quickly.
• Find and lead ongoing infrastructure projects that improve workflow and process management.

Requirements

• A bachelor's degree, preferably in information technology or a related field.
• 1-3 years of hands-on Mac and/or Windows troubleshooting and configuration.
• Customer service experience and skill.
• A basic grasp of networking concepts such as TCP and UDP.
• Experience fixing hardware and software problems, covering the user environment and educational opportunities.
• Comfortable working in command line interfaces.
• A good attitude, energy, and effort.
• Accountable, focused, adaptable, and helpful.
• Uncommon: hands-on experience administering Active Directory and Microsoft 365.
• Uncommon: experience managing devices remotely in a mixed operating system environment.
• Uncommon: a proven track record in a fast-paced customer service setting.
• Uncommon: clear communication, written and verbal, across different styles.