Technical Support Engineer III

Summary

Join our team as a Technical Support Engineer and contribute to providing top-notch IT support to users across the Enterprise, specializing in O365, device management, network infrastructure, computer hardware, and software applications. This role is remote with occasional on-site support requirements.

Requirements

• Age 21 or over
• High School Diploma or equivalent
• Valid Government-Issued Photo ID
• Minimum 3 years providing technical support
• Good knowledge of general IT support tools and processes
• A willingness to travel which may be required from time to time and may be on short notice
• Willingness to work nights and/or weekends as part of the on-call rotation
• Excellent English verbal/written and strong communication skills
• Self-Starter, team player and service excellence mindset

Responsibilities

• Setup and support hardware including desktop and laptop computers, printers, tablets, and phones
• Assist with end-user support requests including password resets, printing challenges, systems access, and application troubleshooting
• Configure applications as needed by the business
• Provide end user support via phone, email, and other company remote access platforms
• Triage technical requests submitted via phone, email, or web tickets and escalate as required
• Track support tickets via the company’s ticketing system
• Provide after-hours and weekend/holiday support as part of the team on-call rotation
• Escalate Application issues internally and to 3rd party vendors as needed and follow to resolution; providing prompt follow up to the user and 3rd party vendor
• Work closely across all business units to understand all systems
• Provide IT management escalations to outstanding issues and problems as needed to resolve and correct

Preferred Qualifications

• Ability to communicate complex technical terms to all levels of users, in a non-technical manner
• Extensive knowledge of O365 Administration a plus
• Foundational knowledge of Endpoint Management systems (i.e. Intune)
• Basic knowledge of network technologies

Benefits

• Employee discount
• Consistent, reliable benefits; Full medical/vision/dental, 401k with possibility of a company match, access to company-sponsored well-being programs
• Balance and flexibility; paid time off, paid parental leave, flexible work arrangements
• Tuition Reimbursement Programs
• Pet Insurance