Guardian Alarm
Summary of Position
The IT Support Engineer is responsible for providing technical support and assistance as well as monitoring network and system performance while administering security on multiple platforms for Guardian's computer networks. They interact with internal customers by phone or in-person to resolve their technical issues related to software and hardware issues to help them get back up running smoothly again. The IT Support Engineer must have strong technical knowledge and be able to effectively communicate with end users to understand their problem and explain the solution to create value for end users that allows for continuity of business and a collaborative culture.
Essential Functions Serve as the first point of contact for customers seeking technical assistance over the phone or email Perform in person and remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Evaluates and prioritizes help desk tickets Walk the customer through the problem-solving process Direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures Triage tickets and assign proper support person(s), group(s) or vendor(s) Installs, upgrades, tests, monitors, and maintains networked PC hardware and software Maintains inventory of computer assets, including PCs, printers, hubs, servers, fax machines, etc. Prepares reports, SOP, and instructional manuals as support documentation that work has been completed Serves as IT emergency on-call support on a rotational basis as needed Travels to facility after hours in after hours network emergency situations dependent on the situation at hand Partner with HR for employee onboarding, transfer, and offboarding needs Required Skills & Abilities
Excellent verbal and written communication skills. Excellent organizational skills and attention to detail. Excellent interpersonal skills. Ability to explain technical information in understandable language to nontechnical individuals Tech savvy with working knowledge of office automation products, databases and remote control Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and resolve basic technical issues Proficiency in English Excellent communication skills Customer-oriented and cool-tempered Education & Experience Required
Proven experience as a help desk technician or other customer support role Some college or 5 to 6 years of equivalent working experience required BSc/BA in IT, Computer Science or relevant field preferred
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
The IT Support Engineer is responsible for providing technical support and assistance as well as monitoring network and system performance while administering security on multiple platforms for Guardian's computer networks. They interact with internal customers by phone or in-person to resolve their technical issues related to software and hardware issues to help them get back up running smoothly again. The IT Support Engineer must have strong technical knowledge and be able to effectively communicate with end users to understand their problem and explain the solution to create value for end users that allows for continuity of business and a collaborative culture.
Essential Functions Serve as the first point of contact for customers seeking technical assistance over the phone or email Perform in person and remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Evaluates and prioritizes help desk tickets Walk the customer through the problem-solving process Direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures Triage tickets and assign proper support person(s), group(s) or vendor(s) Installs, upgrades, tests, monitors, and maintains networked PC hardware and software Maintains inventory of computer assets, including PCs, printers, hubs, servers, fax machines, etc. Prepares reports, SOP, and instructional manuals as support documentation that work has been completed Serves as IT emergency on-call support on a rotational basis as needed Travels to facility after hours in after hours network emergency situations dependent on the situation at hand Partner with HR for employee onboarding, transfer, and offboarding needs Required Skills & Abilities
Excellent verbal and written communication skills. Excellent organizational skills and attention to detail. Excellent interpersonal skills. Ability to explain technical information in understandable language to nontechnical individuals Tech savvy with working knowledge of office automation products, databases and remote control Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and resolve basic technical issues Proficiency in English Excellent communication skills Customer-oriented and cool-tempered Education & Experience Required
Proven experience as a help desk technician or other customer support role Some college or 5 to 6 years of equivalent working experience required BSc/BA in IT, Computer Science or relevant field preferred
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.