IT Support Engineer
Act as the first point of contact for technical inquiries via Zendesk, email, or phone. Diagnose and resolve software, hardware, and network issues, escalating unresolved cases as needed. Prioritize and manage support tickets in Zendesk, ensuring prompt responses and resolutions while analyzing trends to enhance processes. Support project delivery through data entry, application configuration, onsite installations, training, and documentation. Conduct root cause analyses, assist with software installations/configurations, and collaborate with teams to resolve infrastructure issues. Monitor system performance, escalate potential issues, and perform routine checks on IT infrastructure to ensure compliance. Maintain detailed records, create user guides, and contribute to the knowledge base to enhance self-service options. Experience with the following
Experience with Zendesk or similar ticketing systems. Basic understanding of networking (TCP/IP, DNS, VPNs). Familiarity with Windows and macOS environments. Knowledge of cloud-based applications and SaaS platforms. Strong communication skills and the ability to explain technical concepts to non-technical users. Excellent problem-solving and analytical abilities.
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Act as the first point of contact for technical inquiries via Zendesk, email, or phone. Diagnose and resolve software, hardware, and network issues, escalating unresolved cases as needed. Prioritize and manage support tickets in Zendesk, ensuring prompt responses and resolutions while analyzing trends to enhance processes. Support project delivery through data entry, application configuration, onsite installations, training, and documentation. Conduct root cause analyses, assist with software installations/configurations, and collaborate with teams to resolve infrastructure issues. Monitor system performance, escalate potential issues, and perform routine checks on IT infrastructure to ensure compliance. Maintain detailed records, create user guides, and contribute to the knowledge base to enhance self-service options. Experience with the following
Experience with Zendesk or similar ticketing systems. Basic understanding of networking (TCP/IP, DNS, VPNs). Familiarity with Windows and macOS environments. Knowledge of cloud-based applications and SaaS platforms. Strong communication skills and the ability to explain technical concepts to non-technical users. Excellent problem-solving and analytical abilities.
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