IT Support Engineer (Hybrid)

Technician/Engineer Job Description
We are a technology and innovation company that has been operating since 1995. We are leveraging our vast knowledge and experience to improve the world through innovation and technology. As an established Technology Managed Service Provider, we have immediate openings for new team members.

We strive for every interaction to be driven by our CORE values: Critical Thinking, Integrity is Everything, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

General Overview

An excellent computer Technician/Engineer must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must be customer-oriented and patient to deal with difficult customers. We are seeking highly motivated, professionals who are looking to join a growing family-owned business as a Technician/Engineer. This position is essential to ensure continuous operations for our users and customers. Working with the Director of Information Systems, the Technician/Engineer is responsible for the day-to-day support for our employees and customers all over the United States. This position is primarily in Middleboro, MA. Daily trips to the office are NOT required. However, there is onsite work in Southeast MA and may require travel to sites up to 50% of the work week. This position may also require limited other travel as needed to support business and customer needs.

General Responsibilities
The IT Support Engineer is a support role responsible for providing direct support to end-users. Support will be provided on site as well as in remote control scenarios using a variety of tools/platforms. The Engineer will also collaborate with team members and management to ensure a consistently elevated level of support is provided. The Engineer will be a point of escalation for other technicians and engineers. Engineers will manage cloud servers, implement security protocols, create automation, and perform security and compliance audits and remediation.

Essential Duties and Responsibilities

• Serve as the first and second point of contact for customers seeking technical assistance.
• Provide technical assistance and support onsite at customer locations, remotely through direct connect, and via phone for incoming queries and issues related to computer systems Desktop and Server, tablets, phones, various software, and hardware.
• Required Onsite setup of hardware, system configurations, and troubleshooting.
• Security and compliance planning, remediation, and support
• Respond to tickets in the ticketing system.
• Create and maintain documentation.
• Train users.
• Maintain daily checks in the RMM system. research, resolve or escalate issues.
• Install, modify, and repair computer hardware and software, and peripherals (onsite at customer locations and remotely).
• Troubleshoot Local Area Networks (LAN), Wide Area Networks (WAN), WIFI, and other systems.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Perform onboarding and offboarding tasks needed to prepare IT equipment and resources.
• Provide a prominent level of internal customer service with a strong sense of urgency.
• Perform preventive maintenance regularly and timely.
• Track and analyze common problems to identify trends and work with management to resolve and minimize similar issues.

Requirements

• Proven experience as a Technician/Engineer or other customer support role.
• Tech-savvy with working knowledge of office automation products, Windows servers, databases, and remote management.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve technical issues. Ask questions to determine the nature of the problem. Walk customers through the problem-solving process.
• Run diagnostic programs to resolve problems.
• Follow up with customers to ensure the issue has been resolved.
• Identify and suggest possible improvements in procedures.
• Customer-oriented, cool-tempered & patient.
• Strong interpersonal and organization skills, and clear and concise written and verbal communication skills.
• Provide product knowledge.
• Independently solves problems and regularly demonstrates critical thinking skills.
• Strong sense of urgency and ability to prioritize based on business needs.
• High level of professionalism and confidentiality.
• The ability to actively listen and ask the right questions.
• Willingness to work as a team as well as independently.
• Demonstrate an active interest in learning new skills and gain knowledge to enhance skills and abilities.
• Azure Cloud System Management.

Job Type: Full-time

Pay: $55,000.00 - $68,000.00 per year

Benefits:

• 401(k)
• Paid time off
• Professional development assistance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Experience:

• Help desk: 1 year (Required)

Ability to Commute:

• Middleboro, MA 02346 (Required)

Work Location: Hybrid remote in Middleboro, MA 02346