The Engineer will be responsible for providing technical support and assistance with computer systems, hardware, and software, to 360training's workforce. This individual must be able to communicate effectively to understand technical problems, as well as research, explain and implement technical solutions. They will be required to have in-depth knowledge of software and hardware systems, maintain excellent troubleshooting skills, and operate with a high-level of interpersonal skills.
Responsibilities:
- Provide Tier 1 and Tier 2 hardware and software technical support both onsite and remotely.
- Maintain high level of customer service by providing timely responses and follow up as needed to ensure efficient resolution of technical issues.
- Administer Microsoft 365 products and services including Exchange Online, SharePoint, OneDrive, Teams, Intune
- Manage user identity and access (including onboarding/offboarding), system/network updates, and endpoint anti-virus protection.
- Develop and implement technical training procedures and documentation, maintain and contribute to technical knowledge base.
- Manage and maintain Active Directory/Azure Active Directory
- Document and track support requests from inception through resolution using company ticketing system.
- Manage and maintain inventory of technology assets.
- Ensure assigned projects and tasks are completed on time.
- Escalate unresolved issues to next level of support and follow through to ensure issue resolution.
- Provision and deploy workstations.
- Provide guidance on technology best practices.
Requirements:
- Previous experience of 2+ years in an IT Helpdesk support or equivalent role
- Microsoft 365 Fundamentals and Microsoft 365 Modern Desktop Administrator Associate certifications preferred.
- CompTIA A+ preferred
- ITIL Foundation certification desired
- Hands on experience with diagnosing and resolving basic technical issues.
- Experience supporting Windows 10/11 and Mac OS
- Proficiency in English and ability to communicate effectively both orally and in writing.
- Experience with Windows Active Directory and Azure AD (minimum 2 years)
- Basic networking skills including TCP/IP, DNS, DHCP, VPN, and troubleshooting LAN/WAN issues.
- Experience with MDM solutions such as Intune and Microsoft Endpoint Manager desired.
- PowerShell scripting knowledge/understanding in support of automation desired.
- Approach all support interactions with a customer oriented and strong customer service focus.
- Ability to work independently with limited to no supervision, and as a member of a multi-site remote team, to achieve assigned goals and objectives.
- Must be able to lift and carry up to 50 lbs.
