IT Engineer – West Coast

Main duties and responsibilities:

• Act as the first point of contact for any IT related issue that comes in from our remote sites and/or end users
• Resolve incidents via phone calls, support tickets, and instant messaging app
• Escalate to level 2 support when problem is out of the level one scope
• Log all incoming requests into the IT support system
• Log resolution of a new problem onto our support board
• Create, track, and close tickets in accordance to the SLA
• Create and update troubleshooting documentation for all remote site equipment as necessary
• Installation of software on both Windows and Mac systems
• Monitor our managed antivirus application for viruses
• Shift will be Tuesday – Saturday 11 am to 7 PM PST
• Job will be mostly remote, unless asked to go to a remote location to resolve IT issues.

Qualifications:

• 1 to 2 years’ experience in a technical environment or equivalent experience/education
• Excellent communications, organizational, and time management skills, and the ability to manage multiple tasks at once
• Working knowledge of Windows operating systems, and network technologies
• Working experience with IOS and Android mobile devices
• Working experience with VOIP phones
• Basic network troubleshooting of WAPs, Firewalls, routers, and switches
• Overall knowledge of the hardware and software components of Windows operating system.
• Working experience with MS Office 365
• Basic understanding of the 7-layer OSI model and how it applies to business applications
• Team oriented and an exceptional teammate
• Ability to adapt to a fast-paced environment while maintaining a positive, professional attitude
• Knowledge of cabling technologies for interconnecting multiple devices to a PC

Preferred Qualifications:

• Prior history working with ophthalmic equipment
• Understanding of HIPPAA law and email encryption
• Knowledge of active directory and MS office 365 configurations