IT SUPPORT ENGINEER

MAJOR DUTIES

• Install and resolve technical issues with user PCs, laptops, printers, scanners, and mobile devices.
• Provide prompt support to users via email, phone, and other electronic means.
• Work collaboratively with peers and management.
• Follow directives when given from peers and management.
• Work well with geographically diverse teams and users
• Own issues through resolution, escalating to appropriate support member/team when necessary.
• Keep leadership apprised of issues, status, and resolution, escalating when necessary.
• Occasional night and weekend work required as well as overnight travel, 35-45%.
• Set up equipment for employee use, performs or ensures proper installation of cables, operating systems, mobile devices, or appropriate software.
• Maintain records of trouble tickets, daily data communication transactions, problems and remedial actions taken, or installation activities.
• Read technical manuals, confers with users, or conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Possible overtime and schedule changes based on business needs; remain on-call to assist in the event of off hours outages.
• On-call rotation of after-hours support is required.
• Perform other related duties as assigned

ADDITIONAL REQUIREMENTS

• Specific Programs and Systems – Knowledgeable of Windows, Office product suite, VPN and local area network. Any knowledge of Thompson One, BetaLink and ILX is a plus.
• Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware. Specific experience with Dell equipment a plus.
• Customer and Personal Service — Knowledge of principles for providing strong customer and personal service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to work well collaboratively in a team environment.
• Is tactful and prompt with issue resolution.
• Transportation required for occasional travel to local branch locations.
• Must have clean credit record (be able to qualify for corporate credit card).
• Ability to multi-task to address multiple and often conflicting priorities in a fast-paced environment.
• Possess exceptional organizational time management skills.
• Ability to demonstrate proactive approach to problem resolution, strong troubleshooting, and problem solving skills.
• Understanding of compliance functions within a financial organization will be a plus.
• Knowledge of industry standard IT best practices, including disaster recovery and high availability concepts a plus.
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other standard office procedures and terminology.
• Effective communication skills and ability to relay information well in both written and verbal form.
• Ability to manage priorities, deadlines and tasks in order to meet deadlines and to accomplish goals.
• Solid analytical skills – uses logic and reasoning to identify complex problems; review related information and develop options and implement solutions.
• Good interpersonal interaction and able to work well with others.