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IT Site Support Engineer

Recruiting Engine (MLS)

Asheville, NC

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JOB DETAILS
SKILLS
Apple iMac, Business Solutions, Cellular Telephone, Change Requests/Orders, Communication Skills, Computer Security, Contract Management, Cross-Functional, Customer Support/Service, Desktop Administration, Desktop PC, Document Scanners, Documentation, Identify Issues, Incident Management, Information Technology & Information Systems, Infrastructure Software, Internet Protocols, Internet/Online Service, Knowledge Base, Laptop PC, Metrics, Microsoft Active Directory, Mobile Devices, Network Connectivity, Network Operations Center, Network Protocols, Network Routers, Network Switching, Open Systems Interconnection (OSI), Organizational Skills, Presentation/Verbal Skills, Printers, Problem Solving Skills, Process Improvement, Project Execution, Project Planning, Requirements Management, Root Cause Analysis, Service Delivery, Statement of Work (SOW), Team Player, Technical Support, Time Management, VPN (Virtual Private Network), Vendor/Supplier Management, Wireless Communications, Writing Skills
LOCATION
Asheville, NC
POSTED
11 days ago
Technical Support & Incident Management * Provide resolutions for corporate applications, hardware, and business group applications. * Handle incident and service request queues, including ticket creation, categorization, prioritization, and assignment to appropriate support groups. * Perform proactive follow-ups with customers to ensure timely resolution without requiring reminders. * Deliver Level 2/3 support for PCs, printers, scanners, and phones when issues cannot be resolved remotely by the Service Desk. * Diagnose and resolve issues related to PCs, laptops, network connectivity (VPN, wireless), Active Directory, security incidents, servers, and business applications. * Perform PC/laptop imaging, configuration, and break/fix support. * Fulfill IMAC (Install, Move, Add, Change) requests. * Install, configure, and support printers, scanners, phones, and mobile devices, including vendor coordination for replacements and contract updates. * Provide hands-on and remote support for computer rooms, IDFs, MDFs, servers, switches, routers, and other physical equipment. * Mount and unmount hardware in data centers and perform daily routine checks to maintain data center health. Knowledge Base & Documentation * Build, update, and review knowledge base articles to streamline fixing and issues resolution. * Track and review ticket metrics, and take action to improve efficiency where vital. Collaboration & Vendor Management * Work closely with vendors, including escorting them onsite and guiding their activities during visits. * Collaborate with vendors to prepare statements of work (SOWs) and quotes by clearly defining requirements. * Partner with functional teams to ensure quick resolution of customer issues and effective project execution. Process Improvement & Initiatives * Find opportunities to improve technology workflows, employee experience, and support processes. * Recommend and assist with implementation of enhancements to PC/laptop configurations. * Lead medium-sized initiatives or workstreams impacting 50?100 customers with minimal supervision. * Support project planning and solution development in partnership with multi-functional teams.

Minimum Requirements * 4+ in desktop support or a related technical role. * Good understanding of client/server networks, protocols, common internet services, and Active Directory. * Solid knowledge of the OSI model and ability to perform root-cause analysis. * Ability to diagnose and resolve hardware and software issues for corporate infrastructure. * Experience with ticketing systems and incident/request management. Desired Skills * Excellent written and verbal communication skills; able to effectively engage with global customers. * Demonstrated experience in customer service and collaborator coordination. * Ability to handle critical situations independently and with professionalism. * Strong teamwork skills and willingness to serve as a go-to resource for peers. * Experience collaborating with global teams across multiple time zones. * Familiarity with IT operations and service delivery standard processes. * Certification from a major IT vendor (desktop-related platform or technology) is preferred.

About the Company

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Recruiting Engine (MLS)