IT Support Engineer
West Coast
Posted 3 months ago
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