SUMMARY OF POSTION

This role is a hybrid remote position. A successful candidate will be responsible for maintaining the customer relationship and communication tied to support/project related activities. A professional, positive team approach, desire to learn and grow, and be a champion of success is expected.

ESSENTIAL DUTIES & RESPONSIBILITIES

Serve as initial point of contact for IT requests
Install, modify, and repair computer hardware and software
Adhere to and support the IT SLAs
Create and update documentation as needed
Travel to facilities as needed
Monitor servers, systems, and scheduled events to capture when errors and issues occur
Capture, resolve, and route if necessary end user-requests regarding PC, printer, ERP applications, Microsoft applications, and any other enterprise software solution in-use
Respond to requests for systems assistance via phone and electronic communication; document, track, route and monitor issues/requests to ensure timely resolution
Research questions using available information resources and utilize remote assistance software to troubleshoot, diagnose and resolve system issues; advise users on appropriate action(s)
Follow standard help desk procedures; log all interactions; redirect or escalate problems to appropriate resources as needed; identify and escalate situations requiring urgent attention
Assist the IT department when major disasters or major infrastructure changes occur, often by functioning as a Communication Command Center
Other duties, as assigned by the IT Director

REQUIRED COMPENTENCIES, KNOWLEDGE, SKILLS

Computer/technology skills:

Four years’ experience with application software or a combination of education and experience (i.e. Microsoft Server, Active Directory, Microsoft Office 365 Suite, Project Management Software, VISIO, etc
Office 365/Azure
Document Management systems, Xerox Docuware preferred.
Virtual PBX systems
Training and/or practical experience in Operations Support activities and Manufacturing applications
Ability to lift 50lbs

Experience:

Prior MSP experience preferred.
Must be able to follow documented instructions and escalations
Strong organizational and time management skills
Strength in formal (written) and informal (verbal) communication skills
ConnectWise experience and Connect (Labtech) background a plus
Experience with DATTO a plus
Experience in solving user problems with Epicor a plus
Experience in solving connectivity and other network issues across a WAN
Strong Knowledge of PC hardware and software - installing, configuring, diagnosing and troubleshooting.
Current knowledge of network technologies (Wi-Fi, Firewalls etc.) Ubiquity and Watchguard preferred.
Knowledge of PC imaging and deployment techniques
Troubleshooting connectivity and other network issues across a WAN
A+ certification, ITIL

Pure Safety Group, Inc.

New Jobs

IT Support Engineer