Associate Engineer

Job Description

The Associate Engineer Level 1 Technical Support provides first line technical support for our clients IT infrastructure including hardware software and network systems This role is responsible for responding to documenting and resolving technical issues while maintaining high customer satisfaction levels Participate in after hours on call rotation is required Work is preformed onsite Core Responsibilities Provide first level technical support via phone email and ticketing systemDiagnose and resolve common hardware software and network issuesCreate and maintain detailed support tickets for all customer interactionsSetup and configure new workstations laptops and peripheral devicesInstall and upgrade standard software applications and system updatesPerform basic Active Directory tasks user management password resetsEscalate complex issues to Level 23 support when necessaryMaintain technical documentation of solutions and proceduresDemonstrates Can Do Will Do attitudeOther duties as assigned Technical Requirements Hardware Support PC and laptop hardware troubleshootingPrinter and scanner configurationMobile device support phones tabletsSoftware Support Windows Desktop OS Microsoft Office 365 suite including Outlook email and calendar managementTeams administrationSharePoint basic operationsOneDrive file managementStandard business applicationsRemote support toolsNetwork Support Basic LAN troubleshootingNetwork connectivity issuesVPN client supportWi Fi connectivityRequired Qualifications High school diploma or equivalent1 year of technical support experience or help desk roleStrong customer service orientationExcellent verbal and written communication skillsAbility to explain technical concepts to non technical usersExperience with ticketing systems and remote support toolsPreferred Qualifications Associates degree in IT related fieldTechnical certifications such as CompTIA ACompTIA NetworkCompTIA SecurityMicrosoft certificationsCCNAMSP Managed Service Provider experienceExperience with Windows Server administrationKnowledge of IT security best practices Success Metrics Timesheets are accurate and submitted on timeMeet SLA requirements for different priority levelsAchieve customer satisfaction rating of 96 or higherMaintain detailed ticket documentationDocumentation qualityProfessional development progressTravel Travel to customer sites using your own vehicle No overnight travel Predominantly operates in an office environment Some periods of time may be spent in computer room and communications equipment spaces for installation testing and troubleshooting Some work less than 5 requires moving and lifting of heavy networking equipment Must be able to perform extensive standing driving walking and climbing; to lift up to 50 lbs regularly; to manipulate up to 100 lbs with assistance to transport and stock assigned supplies and materials; to pick up from vendors and deliver stock and materials to customers upon request to wear personal protective equipment Must be able to bend stoop and climb to reach materials must be able to climb a step ladder at approximately ten feet in height and to work from a lift up to twenty feet in height