The Technical Support Engineer provides technical assistance for both application support and desktop administration. This role requires troubleshooting software and hardware issues, managing IT assets, and ensuring smooth system operations while addressing customer inquiries across multiple support channels.
Responsibilities:
Application Support:
• Document and respond to customer inquiries via phone, and email.
• Troubleshoot and resolve application-related issues, assisting users in software
setup, and configuration.
• Maintain detailed records of software performance and recommend improvements
to enhance efficiency.
• Collaborate with engineers and senior IT staff to address complex technical
problems.
• Monitors individual performance objectives, meets standards, and assures
customer satisfaction goals are met.
IT Systems Support:
• Act as the primary contact for hardware/software/network issues across the
organization.
• Assist the Senior System Administrator with IT requests and system upgrades.
• Install, configure, and update desktop software and hardware.
• Manage IT assets, including device setup, storage, disposal, and troubleshooting.
• Ensure security compliance, performing BIOS/firmware checks and monitoring IT
infrastructure.
• Oversee Mobile Device Management (MDM), managing device enrollment,
compliance, and troubleshooting.
• Administer Multi-Factor Authentication (MFA), assisting users and securing
authentication processes.
• Deploy and manage Trend Micro security solutions, ensuring system security and
policy compliance.
• Serve as a secondary point of contact for Rapid7 Immediate Threat Response,
monitoring vulnerabilities and coordinating security updates.
• Regularly review Jira tasks, ensuring timely completion and quality assurance.
• Create and maintain technical documentation for software, security policies, and IT
procedures.
• Continuously assess IT processes and propose innovative improvements.
• Perform regular system checks, eg network drives.
• Upgrade computers (eg RAM, storage).
• Provide on-call support, including after-hours incident response (as needed)
• Handle other IT-related responsibilities as assigned.
Qualifications:
• Bachelor’s degree in computer science, IT, or related field (preferred).
• Strong troubleshooting skills for software, hardware, and network issues.
• Working knowledge of Windows/MacOS, Microsoft Office, and enterprise applications.
• Experience with asset management, MDM, MFA, and cybersecurity tools.
• Excellent communication skills, able to explain technical concepts to non-technical users.
• Ability to multitask and prioritize in a fast-paced environment.
Physical & Work Environment:
• Ability to lift up to 50 pounds, access equipment in tight spaces.
• Primarily office-based, with occasional travel for technical support.
• May require evening/weekend work for system maintenance and upgrades.
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