Provide support for escalated tickets from growing multi-site user base and environments.
Provide technical expertise and hands-on support to end users across the organization.
Participate in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of organization services.
Work in tandem with the rest of the IT Operations team to uphold system SLAs with a rotating On-call schedule for production support issues.
Direct internal and external service provider engagements, as needed, in the processing of support requests for effective and timely resolution of issues.
Research, procure, and vet new hardware and software solutions as directed by manager.
Coordinate and oversee a wide range of IT projects. Work with key stakeholders to thoroughly outline tasks and deliver results.
Maintain relationships with key internal stakeholders to understand and adapt to new solutions and impactful changes as well as assist in delivering continuous improvements.
Preparing and imaging PCs for distribution.
Maintain internal and user facing documentation for all managed services.

2+ years of related industry experience in an enterprise environment supporting users and their hardware and software.
Experience supporting Windows Desktops and Servers.
Experience with AD Systems Administration
Experience with managing or deploying enterprise services such as Active Directory, Office365, DHCP, DNS, File Services and client imaging.
Experience leading project work independently.
Able to lift 50 lbs as well as standing and walking during 8 hour shifts.
Must have or able to obtain a Passport for international travel.
Analytical abilities and proven problem-solving skills; must be a real troubleshooter who excels at spotting issues and monitoring problems.

Willingness to travel on occasion to remote offices domestically and internationally.

IT Support Engineer

Key skills