IT Support Engineer

Summary

Join Encora as a Corporate IT Support professional with 5+ years of experience. You will lead and supervise the IT team at your assigned headquarters, ensuring optimal functionality of computer, telephone, and network equipment. Responsibilities include managing IT resources, budgeting, training users, troubleshooting technical issues, and coordinating with various stakeholders. You will also be responsible for software license management, equipment inventory, and generating performance reports. This full-time, work-from-home position requires expertise in various technologies and strong problem-solving skills. Encora offers a collaborative work environment and opportunities for professional growth.

Requirements

• 5+ years of Corporate IT Support
• Knowledge of Linux
• Knowledge of Endpoint Management
• Knowledge of Networks
• Knowledge of PMI / Project Management
• Knowledge of Virtualization
• Knowledge of Mobile Devices
• Knowledge of Windows
• Knowledge of MacOS
• Knowledge of Security
• Knowledge of Backups
• Knowledge of System Recovery
• Knowledge of ITIL or similar standards
• Knowledge of Inventory Management
• Knowledge of Conflict resolution
• Knowledge of Human resource management
• Knowledge of Cloud Products and Services
• Knowledge of Communications
• Knowledge of Negotiation techniques

Responsibilities

• Lead the IT team at the office to which it belongs, monitoring the daily tasks of colleagues in this department and ensuring that this team performs its technical functions and carries out its processes under corporate standards
• Logistically and strategically support the Corporate Information Department
• Prepare the annual budget of the office to which it belongs and ensure its proper execution, as well as manage the necessary purchases
• Keep strict control of the use of the network and the proper configuration of Internet access, ensuring that the rules are complied with in the web access system and controlling the different authorizations given to the sites according to Corporate guidelines
• Train users in the technologies, software and engineering that are used so that they know the complete management of the operation of the headquarters to which they belong
• Support in the identification of Product Owners' needs and that they are in line with corporate objectives
• Support in the identification, monitoring and compliance with the budgets established for the applications, appliances and others used in the Corporation
• Support in the identification and evaluation of new technologies/tools and implement them when required
• Review and monitor daily the correct operation of technological infrastructure of the offices where he belongs to (for example: virtual machines, computer equipment, network components, both Wireless and structured cabling) and solve the problems that arise with them in case of failures. The security of the network must also be ensured, using the proper website filters, control tools at the "Endpoint" level and the like
• Review and expeditiously attend to the Tickets that are generated in the company's HelpDesk tool, and in the case of requests through other means, proceed to include such requests within the aforementioned HelpDesk tool, escalate to the immediate superior as soon as possible if there is any condition that prevents their attention. Once the Tickets have been attended, try to document them in the best possible way, including as rigorously as possible the times dedicated to the solution of the problem or event. Questioning, if required, what is requested in such a way that the best solution is applied using the company's resources efficiently
• Support in the administration of the company's software licenses, verifying that they are used appropriately and in case of vacancy, return them to the available pool as soon as possible
• Install the programs that users need on the computers and coordinate with the Project Managers, Chiefs or Superiors the authorization to carry out the installation. Escalate situations that may affect the company's licensing to the immediate superior
• Carry out inventories of the company's computer equipment, in the headquarters assigned to it, and verify the correct use that users are giving to all the equipment in their charge
• Install the new equipment and all the programs that are going to be used by the user to whom the machine will be assigned. Enter the domain to all new users and perform all the configuration of the machine so that it does not affect the performance of employees such as configuration of Internet use, email accounts, EndPoint, etc
• Research on the Internet and other media for solutions to problems when you do not have immediate knowledge and document the solution in the corporate Knowledge Base
• Coordinate with the Project Managers/Area Heads/Superiors everything that concerns the use of the equipment and servers, configurations of environments, remote use of the equipment and provide support to these personnel in everything they need
• Manage email and Office accounts in the corresponding tool (creation of new accounts, backup and deletion of accounts of personnel who stop working for the company)
• Execute the procedure for the entry and exit of personnel
• Support compliance with the appropriate use of bandwidth by guaranteeing access to the Internet, ensuring that the rules in the web access system are complied with and controlling the different authorizations given to the sites. At the level of Bandwidth, to be able to properly manage the allocation to each group of people, always ensuring that excess traffic is not generated that could affect the entire headquarters or company
• Keep track of the equipment and accessories that are purchased for IT supplies such as Headsets, USB Cameras, Mouse, Keyboards, etc. As well as the equipment that will be available in the different areas
• Generate periodic reports on the performance of the equipment and on the use given to it (sites visited, bandwidth consumption, etc.). Generate any report that is requested that allows Project Managers and/or area managers to make decisions
• Provide support in what is needed and contribute knowledge and experience to the improvement of the care of the IT area in the office to which it belongs and to the IT colleagues of the other offices
• Coordinate with the different suppliers so that in the event of a breakdown (for example, with the Access Control or with the Camera System or with the Internet line or with equipment breakdowns) the problem can be corrected in the shortest possible time
• Manage and resolve in an effective, structured, timely and efficient way the projects or situations that come to their attention or detect to generate solutions to problems or improvements and innovations. Lead these efforts
• Perform Specific Support and Maintenance of Servers, Accounts, Backups, Telephone Exchange, Access Control and Cameras, Configuration and maintenance of communications equipment, or any other area or tool required for the company operation
• Ensure and carry out preventive maintenance of the equipment at least 2 times a year
• Be aware of the monitoring systems and the corresponding alerts to solve any anomalous situation that arises
• When it is necessary to support the identification, definition, monitoring and fulfillment of objectives, budget, schedule, resources for his office
• Identify, define, plan, simulate and execute operational continuity plans
• Ensure that the components of networks, servers and hypervisors in production are updated with the latest versions of software/firmware and coordinate with the users involved when they need to be taken offline. Coordinate with managers at other locations to ensure the process is conducted consistently at the corporate level
• Follow up on the daily tasks of the team at his office or other offices as required, supporting the IT management logistically and strategically
• Escalate any anomalous situation at your headquarters to the Support Manager and/or CIO to verify that corporate protocols are applied
• Support the different departments from his office in the definition and management of: organizational climate assessments, human resource management, administrative and financial processes, among others related to the IT area

Preferred Qualifications

Have a basic command in topics such as: Mac, Windows, Linux, Networks, Security, Virtualization, Backup Processes and System Recovery among others. Have medium or high proficiency in at least 3 of them

Benefits

• Work from Home
• Be part of a global, innovative tech services company that values diversity, inclusion, and professional growth
• Opportunity to significantly impact the future of Encora by hiring top-tier leadership talent
• Work alongside a passionate team of professionals dedicated to transforming the tech landscape and delivering outstanding solutions for clients worldwide