Cranemasters
IT Support Engineer
Cranemasters, Richmond, Virginia, United States, 23214
Description
JOB DESCRIPTION
Job Title: IT Support Engineer
Job Type: Full-Time
The IT Support Engineer is accountable for tasks related to IT support and delivery. This includes, but is not limited to hardware, software, telephony support, vendor oversight of their delivery as it relates to end users, infrastructure and applications. Work with contracted suppliers on delivery of IT services and collaborate on technical direction. This position requires being on-call and occasional out of town travel.
IT Support Engineer Job Duties:Guidance and collaboration with vendors contracted to provide support and deliver solutionsAsset and Licensing Lifecycle ManagementSaaS and cloud application's administration and supportCreate and follow processes and procedures for corporate and vendor usageCreate Work InstructionsUser account managementDevelop and provide training to users on best practices and use of products and tools.Workstation builds for new users and refreshes following standard proceduresParticipation in image creationsContribute to the development of project timelines, plans, oversight and delivery on assigned projectsResearch and evaluate new technologies and propose new solutions. Participate in the testing and debugging of programs and systems. Oversee implementation, coordinate tests and observe initiation of the system to validate performance.Document functional and non-functional requirements for technology solutions. Review, evaluate, document and analyze existing systemsProcurement of equipment and software through approved vendorsLog requests, problems and resolutions. Collaborate and proactively resolve and/or escalate while keeping customers actively informed.Respond as an escalation point for support related service requests and issues while providing quality and courteous customer serviceEffectively communicate with end users, peers, and management.Perform quality audits of vendor's work; review results with stakeholdersAssist with gathering metrics and preparing status reportsMaintain operational availability of computer-related equipment and IT resources; identify and implement processes to improve operational availabilityEnsure patch managementMonitor health and service availabilityPlan and coordinate server, network and/or application upgrades and maintenanceProvide basic administration and support of enterprise telephony solutionProvide courteous and quality customer serviceOn-call as directed to meet operational needs of the organizationOther duties as assignedIT Support Engineer Skills and Qualifications:
2 Year degree or equivalent experienceMinimum 4 years relevant experience in hardware and software troubleshooting / support and customer service supportDemonstrated working knowledge of the technology within assigned responsibilitiesExcellent interpersonal and collaborative skillsExcellent verbal and written communicationsEffective organization and time management skillsExperience with formal project delivery and ability to lead aspects of deliveryAbility to prioritize and manage multiple tasksStrong attention to detailExperience with build, management and support of Windows 10, Windows 7. Mac experience a plus.Experience with mobile device supportWorking knowledge of hardware and applications including, but not limited to: Windows Server OS, MS Office, Active Directory, computer imaging software, VoIP systems, endpoint security, encryption, PC's, printers, and other networked equipmentDemonstrated Asset Lifecyle Management experience (hardware and software)Office 365 account administrationExperience with Network devices (Firewalls, routers, switches) is desirableITIL experience a plusPossess excellent knowledge sharing techniquesRequired Travel:
Occasional travel to other Cranemasters locations; travel for support, conferences, teach-outs / training workshops, or meetings.Required Certifications and Licenses:Valid Driver's License
Physical Demands:Working extended hours.Occasional bending, twisting, stooping, standing, and / or walking.Walking / carrying / lifting items associated with normal office work (not to exceed 50 lbs)
JOB DESCRIPTION
Job Title: IT Support Engineer
Job Type: Full-Time
The IT Support Engineer is accountable for tasks related to IT support and delivery. This includes, but is not limited to hardware, software, telephony support, vendor oversight of their delivery as it relates to end users, infrastructure and applications. Work with contracted suppliers on delivery of IT services and collaborate on technical direction. This position requires being on-call and occasional out of town travel.
IT Support Engineer Job Duties:Guidance and collaboration with vendors contracted to provide support and deliver solutionsAsset and Licensing Lifecycle ManagementSaaS and cloud application's administration and supportCreate and follow processes and procedures for corporate and vendor usageCreate Work InstructionsUser account managementDevelop and provide training to users on best practices and use of products and tools.Workstation builds for new users and refreshes following standard proceduresParticipation in image creationsContribute to the development of project timelines, plans, oversight and delivery on assigned projectsResearch and evaluate new technologies and propose new solutions. Participate in the testing and debugging of programs and systems. Oversee implementation, coordinate tests and observe initiation of the system to validate performance.Document functional and non-functional requirements for technology solutions. Review, evaluate, document and analyze existing systemsProcurement of equipment and software through approved vendorsLog requests, problems and resolutions. Collaborate and proactively resolve and/or escalate while keeping customers actively informed.Respond as an escalation point for support related service requests and issues while providing quality and courteous customer serviceEffectively communicate with end users, peers, and management.Perform quality audits of vendor's work; review results with stakeholdersAssist with gathering metrics and preparing status reportsMaintain operational availability of computer-related equipment and IT resources; identify and implement processes to improve operational availabilityEnsure patch managementMonitor health and service availabilityPlan and coordinate server, network and/or application upgrades and maintenanceProvide basic administration and support of enterprise telephony solutionProvide courteous and quality customer serviceOn-call as directed to meet operational needs of the organizationOther duties as assignedIT Support Engineer Skills and Qualifications:
2 Year degree or equivalent experienceMinimum 4 years relevant experience in hardware and software troubleshooting / support and customer service supportDemonstrated working knowledge of the technology within assigned responsibilitiesExcellent interpersonal and collaborative skillsExcellent verbal and written communicationsEffective organization and time management skillsExperience with formal project delivery and ability to lead aspects of deliveryAbility to prioritize and manage multiple tasksStrong attention to detailExperience with build, management and support of Windows 10, Windows 7. Mac experience a plus.Experience with mobile device supportWorking knowledge of hardware and applications including, but not limited to: Windows Server OS, MS Office, Active Directory, computer imaging software, VoIP systems, endpoint security, encryption, PC's, printers, and other networked equipmentDemonstrated Asset Lifecyle Management experience (hardware and software)Office 365 account administrationExperience with Network devices (Firewalls, routers, switches) is desirableITIL experience a plusPossess excellent knowledge sharing techniquesRequired Travel:
Occasional travel to other Cranemasters locations; travel for support, conferences, teach-outs / training workshops, or meetings.Required Certifications and Licenses:Valid Driver's License
Physical Demands:Working extended hours.Occasional bending, twisting, stooping, standing, and / or walking.Walking / carrying / lifting items associated with normal office work (not to exceed 50 lbs)