Support Engineer USA

Support Engineer – Main Responsibilities Provide full-time technical support for long-term projects, Monday through Friday. Execute IMAC activities (Install, Move, Add, and Change) for IT hardware and software assets. Work within ITIL and Agile environments, ensuring compliance with SLAs and ticket management processes.

Deploy and manage software packages using Microsoft SCCM. Perform manual software installations, upgrades, troubleshooting, and issue resolution. Prioritize and manage multiple support requests in a fast-paced environment. Provide technical support for laptops, printers, mobile devices, and related peripherals. Troubleshoot and support network connectivity issues, including LAN, Wi-Fi, and VPN environments.

Manage, configure, and support email accounts and messaging services. Maintain accurate documentation of incidents, service requests, and technical procedures. Collaborate with internal teams and end users to ensure efficient resolution of technical issues and high customer satisfaction. Experienced Support Engineer with expertise in end-user support, IMAC services, software deployment using SCCM, network troubleshooting, and mobile device management.

Skilled in ITIL-based service delivery, ticketing systems, SLA compliance, and technical problem resolution. Proven ability to support enterprise environments while managing multiple priorities and delivering excellent customer service.