Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Manage incoming help requests from end users through a variety of avenues such as: telephone, email, Microsoft Teams as well as Cases via Online CRM.
Be a lead in the diagnostic of utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify appropriate software and hardware used and supported by the organization.
Perform and lead hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
Test fixes to ensure problem has been adequately resolved.
Lead post-resolution follow-ups to help requests.
Develop help sheets and knowledge base articles for end users.
Perform ongoing activities such as backups, OS and application patching, executing various maintenance scripts, and monitoring the site IT infrastructure.
Willing to provide on-call support coverage for customers.

Bachelor’s degree in Controls Engineering or a directly related field.
Minimum of 3 year experience with supporting systems remotely by connecting to various system types via Remote Desktop, SSH, browser, etc.
Experience with VMWare or other server/desktop virtualization platforms and management.
Ability to troubleshoot VMs at an advanced level using VCenter and other tools.
Strong ability to multi-task and prioritize action; and effective troubleshooting problem solving skills.
Experience with Server and Storage Array hardware.
Mastery of Active Directory.
Advanced Knowledge of command line and environment variables. (Linux++)
Experience with supporting systems remotely by connecting to various system types via Remote Desktop, SSH, browser, etc.
Advanced Knowledge of VMWare or other server/desktop virtualization platforms and management.
Advanced Knowledge of troubleshooting TCP/IP based networks, protocols and familiarity with electrical schematics.

Technical Support Engineer

Key skills