IT Support Engineer

Description

The IT Support Engineer is responsible for supporting manufacturing and office environment computing systems and users. Will need to exercise discretion and independent judgement during the support of critical business operational systems. Tasks will include receiving, prioritizing, documenting and actively resolving end user support requests with a strong focus on delivering outstanding customer service. Independently troubleshoot, resolve and/or escalate incidents and requests as necessary. Assists in the acquisition, deployment and tracking of IT assets. May act as lead in some IT process areas.

Key Responsibilities:

• Provide daily operational support for hardware, software, network and various other technology components in a foundry and office environment
• Deliver outstanding customer service
• Escalation contact for moderately complicated issues
• Effectively support remote users
• Follow and provide input into the development of policies and standard operating procedures
• Manage hardware and software configurations and maintain systems documentation
• Troubleshoot and coordinate resolving user issues, software and equipment errors identified by system generated alarms or systems users
• Coordinate equipment deliveries and installations, software license compliance, inventory and asset control
• Log and track support calls in the designated ticketing system, prioritize and escalate tickets as required to ensure customer satisfaction
• Communicate in a clear, professional and courteous manner in person, during telephone calls and in written correspondence
• Assist with creation of a knowledgebase for frequently asked questions and technical tips
• Provide extended and off-hours support as required in problem or crisis situations; may participate in an after-hours on-call rotation
• Manage concurrent planned tasks around daily priorities
• Maintain the confidentiality and security of privileged company information

Requirements

Education Required:

• Minimum of a four-year college degree in Information Technology or related field, or equivalent experience

Skills Required:

• MCDST, A+, or equivalent experience
• Demonstrated competency with supporting client and server devices in a Microsoft Windows domain
• Technical proficiency with Windows 11 and Microsoft Office Apps
• Demonstrated ability to effectively document procedures and IT systems
• Demonstrated customer service experience
• A solid understanding of computer systems troubleshooting procedures
• Ability to comprehend and retain technical information
• Good written and verbal communications skills
• Strong interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization
• Good organizational skills; ability to juggle multiple concurrent requests
• Ability to lift and haul equipment up to 50 lbs and crawl under workstations to install and maintain equipment
• Demonstrated experience in successfully utilizing a help desk ticketing system
• Ability to travel independently between remote facilities

Skills Desired:

• Experience working in a manufacturing and/or foundry environment
• Experience supporting PLC or SCADA systems including data analytics and remote monitoring
• Technical proficiency with Windows 10
• Experience supporting ShoreTel VOIP and digital signage systems
• Experience supporting iPhone, iPad, tablet and other mobile users
• Experience w Jira ticketing system

Personal Attributes:

• Strong customer service orientation
• Technically savvy & inquisitive
• Strong sense of Team
• Action-oriented
• Self-starter
• Quick study
• Thorough
• Proactive