Please Note: The majority of work will likely be remote. We want someone available for the first half of the day for remote support and then available as needed in the afternoon for onsite support. The remote support hours will be half day guaranteed, whereas the onsite support will be as needed. You must be local to the office location specified for emergency response. You will be working with a US based remote team who oversees all IT operations and act as the local resource for the location.

Job Summary
We are seeking a dedicated and knowledgeable Support Engineer to join our dynamic team. The ideal candidate will be responsible for providing exceptional technical support to our users, ensuring that all IT systems operate smoothly and efficiently. This role requires a proactive approach to troubleshooting and resolving software and hardware issues, as well as maintaining effective communication with users to enhance their experience.

Duties

• Provide comprehensive desktop support for Windows and Mac OS environments.
• Troubleshoot software issues and perform necessary repairs or escalations.
• Assist users with IT support queries, including VPN connectivity and LAN configurations.
• Manage help desk tickets using Freshdesk, ensuring timely resolution of user concerns.
• Monitor and maintain firewall settings to ensure network security.
• Conduct regular system checks and updates to prevent potential issues.
• Document all technical procedures and user interactions for future reference.
• Collaborate with other IT professionals to improve support processes and user satisfaction.

Skills

• Proficient in software troubleshooting techniques and methodologies.
• Strong understanding of desktop support principles, particularly in Windows and Mac OS environments.
• Familiarity with IT support practices, including VPN setup and LAN management.
• Experience using help desk software such as Freshdesk for ticket management.
• Knowledge of firewall configurations and network security protocols.
• Excellent problem-solving skills with the ability to work under pressure.
• Strong communication skills, both verbal and written, to effectively assist users.
• Ability to work collaboratively within a team while also being self-motivated.

This position is an exciting opportunity for individuals looking to advance their career in IT support while contributing to a supportive team environment. If you are passionate about technology and helping others, we encourage you to apply!