Senior IT Engineer - Technical Support

Job description

to users contacting the help desk by phone or email. - Respond to support requests from on-site and remote users throughout the working day. - Troubleshoot help desk tickets and resolve user issues where possible before escalation. - Investigate technical problems, identify their causes, evaluate possible solutions, and implement appropriate resolutions. - Test proposed fixes to confirm that reported problems have been successfully resolved. - Troubleshoot applications to identify malfunctions and other operational issues. - Research and analyze trends across help desk tickets submitted by team members. - Assist with network and PC preventive maintenance activities. - Support maintenance of company antivirus systems to help protect data integrity. - Coordinate routine IT requests, including adding and deleting users. - Maintain email groups and process other day-to-day IT-related requests. IT Support and Troubleshooting The Senior IT Engineer will provide practical technical assistance across a networked user environment, handling issues from initial investigation through resolution whenever possible. The position requires the ability to diagnose computer and application problems efficiently while communicating clearly with users who may be working either on-site or remotely. The role also involves identifying recurring help desk trends, supporting preventive maintenance, and helping maintain reliable day-to-day IT operations. User and Systems Administration In addition to troubleshooting, the position will coordinate routine user administration and operational IT requests. Responsibilities include managing user additions and removals, maintaining email groups, assisting with antivirus systems, and supporting network and PC maintenance activities. Technical Focus - Help desk and first-line IT support - End-user troubleshooting - Application troubleshooting - Networked user environments - User account administration - Email group administration - PC preventive maintenance - Network preventive maintenance - Antivirus system support - Help desk ticket analysis - On-site and remote user support - Software testing and evaluation What Required Skills You'll Bring - Associate's or bachelor's degree in Information Technology, Computer Science, or a related technical discipline is preferred. - 8+ years of experience in a technical operations or IT support environment is preferred. - Experience with user software testing, evaluation, and operational procedures in a networked environment is strongly preferred. - Ability to provide effective technical support to both on-site and remote users. - Strong computer skills with the ability to troubleshoot, diagnose, and resolve technical issues before escalation. - Strong analytical and problem-solving skills. - Strong communication skills when assisting end users and coordinating technical requests. - Ability to work effectively both independently and as part of a team

Requirements

• The position requires the ability to diagnose computer and application problems efficiently while communicating clearly with users who may be working either on-site or remotely.
• 8+ years of experience in a technical operations or IT support environment is preferred.
• Experience with user software testing, evaluation, and operational procedures in a networked environment is strongly preferred.
• Ability to provide effective technical support to both on-site and remote users.
• Strong computer skills with the ability to troubleshoot, diagnose, and resolve technical issues before escalation.
• Ability to work effectively both independently and as part of a team.

Skills