IT Support Engineer L1

IT Support Engineer II JD Responsibilities ● Ability to resolve issues related to printing, desktop hardware, and connectivity issues. ● Provide support onsite and remote global locations. ● Ability to work with a ticketing system and provide quality updates to internal customers and internal teams. ● Able to field escalations from Tier 1 and apply advanced troubleshooting to resolve.

● Ability to solve complex support tickets. ● Follow standard help desk procedures and recommend changes for continuous improvement. ● Install, make changes and repair computer hardware and software. ● Follow-up with employees to ensure issues are resolved. ● Provide employee customer assistance. ● Identify and escalate situations requiring urgent attention, able to redirect problems to appropriate resources.

● Handle user access requests within security guidelines. ● Configure and deploy laptops in a managed environment. ● Identify computers that are in need of replacing. ● Log all help desk interactions in ticketing system. ● Expand our ever-improving automated helpdesk BOT system ● Working across time zones ● Responding to crisis situations in a timely manner ● Meet team performance requirements.

Core skills ● Problem-solving ● Customer service skills ● Team player ● Professionalism ● Attention to detail ● Adaptability ● Quick learner, thorough, accurate, organized, and productive ● Comfortable working in a fast-paced environment ● Must be highly motivated with the ability to self-start, prioritize, multi-task and work in a team setting ● Oral and written communication skills ● Ability to work in English Relevant Experience ● Proven 3+ years working experience in Information Technology ● Strong computer skills and interest ● Experience in supporting both Windows and Mac.

● IT Customer service experience. ● Experience with collaboration tools ex: G Suite, Slack, ServiceNow, Okta and Zoom.us. ● Experience in Zscaler. ● Support users with email delivery and quarantine issues in Proofpoint. ● Experience supporting Jamf and Intune for device enrollment and management. ● Strong troubleshooting and problem analysis ● Relevant certifications.