Who We Are: Our client, a leading brand in crafting top-tier products for specialty surfaces, is seeking to hire an IT Support Engineer. With a rich legacy and a portfolio of beloved brands, our client is dedicated to excellence and innovation in its field. They value engagement, drive, and performance in their employees and offer a dynamic and collaborative work environment.
The Role: The IT Support Engineer will play a crucial role in supporting, administering, and implementing core Information Technology (IT) and Information Solution (IS) helpdesk/service desk processes and end-user support. Reporting to the Director of IT & Senior Support Engineer, this role will handle level 1 & level 2 service and support requests, along with ad-hoc IT/IS project work. The IT Support Engineer will also be responsible for capturing meaningful metrics and reports to enhance service delivery.
Responsibilities: Handle end-user support and service requests through email, phone, and in-person communication in a multi-site environment.Support various systems and peripherals, including phone systems, desktops/laptops, Macs, and software solutions.Maintain professionalism and composure while addressing end-user issues and requests.Proactively manage support issues, service requests, and projects to ensure timely delivery.Coordinate with remote support vendors/contractors for issue resolution.Maintain and implement a service catalog, including prioritization and service level agreements.Keep system documentation up to date.Communicate regularly with executive management on information technology matters.Conduct casual and formal training on security best practices.Generate and maintain support and service request reports, tracking SLA performance. Requirements: 1-2 years of relevant technical experience in a helpdesk role or system administration.Bachelor's Degree in a Computer Science related field or equivalent experience.Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, and TCP/IP protocols.Proven skills in PC setup, troubleshooting, and management.Experience reverse engineering IT issues and collaborating on troubleshooting with end-users.Strong time management skills and ability to multitask effectively.Familiarity with various information technology platforms and support tools. Benefits: Our client offers a comprehensive benefits package to empower employees in their personal and professional lives. This includes flexible work options, competitive salaries, generous paid time off, 401K company match, medical, dental, and vision insurance, pet insurance, fitness stipend, employee discounts, and more.
Join our client's team and be part of an exciting journey in the world of specialty surface products!