IT Support Engineer - Contract - Ballantyne (Charlotte) in Ballantyne (Charlotte, NC) at Vaco

Date Posted: 7/8/2019

Job Snapshot

Job Description

The IT Support team enables our employees to work with technology in the most efficient way possible. As an IT Support Engineer, you will be troubleshooting technical issues and triaging to limit the impact of these issues. Whether working on team policies and procedures, helping resolve critical IT/AV issues, or researching the latest in computer technology, our users rely on us to keep things running.

Responsibilities:

  • Support employees in resolving problems with IT, AV and communications systems.
  • Assist in IT inventory, purchasing, asset management, machine provisioning, onboarding and other key processes.
  • Design, own and drive IT projects and deliverables.
  • Hands-on troubleshooting of hardware, software applications, networking and other technical issues.
  • Develop and document best practices, tools and tips, enhancing internal troubleshooting processes
  • Manage relationships with vendors and 3rd party providers to provide application support.
  • Timely resolution to problems and serve as a point of escalation for team and users
  • Develop processes for reviewing, testing, documenting and improving practices within the team around security, automation, and issue response.
  • Engage with partners throughout the organization to proactively address concerns and technical pain points.

Requirements:

  • Minimum of two years as an in-house IT Support Tech, or equivalent experience.
  • Self starter who can work independently and drive projects and initiatives to completion.
  • Experience using and managing ticket-based enterprise workflow management systems.
  • Sound knowledge of information and communications technology fundamentals.
  • Outstanding customer service, problem solving and collaboration abilities.
  • Experience with troubleshooting network issues and printer support in corporate network environment.
  • Experience with telephony environments.
  • Knowledge of network security practices and endpoint protection.
  • Extensive technical knowledge of Mac OS, iOS and Android.
  • Experience with hosted productivity and communications applications, including G Suite, Box, MS Office, Okta, Slack, Jira and other commonly used SaaS systems, and the ability to train and support users on their use.
  • Exhibit a strong sense of ownership and the ability to convey not just the "what" but also the "why".
  • Ability to support and assist employees using AV systems, both on-site and remote, including Google Meet audio and video conferencing units.

Bonus Skills

  • Knowledge of administration of Apple computer products using enterprise management tools.
  • Experience with purchasing, inventory management, and accounting.
  • In-depth experience with the following systems - G Suite for Business, Okta, Active Directory, Office 365, JAMF, Slack, Jira, Confluence, RingCentral.
  • Apple Certified Support Professional (ACSP) or Apple Certified Maintenance Technician (ACMT).

Job Requirements

The IT Support team enables our employees to work with technology in the most efficient way possible. As an IT Support Engineer, you will be troubleshooting technical issues and triaging to limit the impact of these issues. Whether working on team policies and procedures, helping resolve critical IT/AV issues, or researching the latest in computer technology, our users rely on us to keep things running. Responsibilities: Support employees in resolving problems with IT, AV and communications systems. Assist in IT inventory, purchasing, asset management, machine provisioning, onboarding and other key processes. Design, own and drive IT projects and deliverables. Hands-on troubleshooting of hardware, software applications, networking and other technical issues. Develop and document best practices, tools and tips, enhancing internal troubleshooting processes Manage relationships with vendors and 3rd party providers to provide application support. Timely resolution to problems and serve as a point of escalation for team and users Develop processes for reviewing, testing, documenting and improving practices within the team around security, automation, and issue response. Engage with partners throughout the organization to proactively address concerns and technical pain points. Requirements: Minimum of two years as an in-house IT Support Tech, or equivalent experience. Self starter who can work independently and drive projects and initiatives to completion. Experience using and managing ticket-based enterprise workflow management systems. Sound knowledge of information and communications technology fundamentals. Outstanding customer service, problem solving and collaboration abilities. Experience with troubleshooting network issues and printer support in corporate network environment. Experience with telephony environments. Knowledge of network security practices and endpoint protection. Extensive technical knowledge of Mac OS, iOS and Android. Experience with hosted productivity and communications applications, including G Suite, Box, MS Office, Okta, Slack, Jira and other commonly used SaaS systems, and the ability to train and support users on their use. Exhibit a strong sense of ownership and the ability to convey not just the “what” but also the “why”. Ability to support and assist employees using AV systems, both on-site and remote, including Google Meet audio and video conferencing units. Bonus Skills Knowledge of administration of Apple computer products using enterprise management tools. Experience with purchasing, inventory management, and accounting. In-depth experience with the following systems - G Suite for Business, Okta, Active Directory, Office 365, JAMF, Slack, Jira, Confluence, RingCentral. Apple Certified Support Professional (ACSP) or Apple Certified Maintenance Technician (ACMT).