Technology Support Engineer

Technology Support Engineer-Onsite

Position Overview

The primary responsibility of the Technology Support Engineer is to support the Corporate IT environment and will manage operation of hardware, network, software applications, and peripherals to ensure that effective technology is in place and used to its maximum capabilities. This position will provide excellent customer service and support to internal users and determine what assistance is required from the external service providers to maintain optimum performance. This position will also manage security configurations and identify required software to maintain privacy and protection from malicious activity. The Technology Support Engineer will manage and oversee the deployment of new technologies and the staff associated with the deployments.

Essential Duties & Responsibilities

• Manage maintenance and repair process for technology equipment (PCs, printers, phones, audio-video systems, etc.).

• Determine appropriate requirements for the operating system, upgrades, configurations, and security patch deployments and ensure installation of such utilizes enterprise software distribution platforms.

• Manage support staff in performance of assigned tasks, projects, and technological deployments.

• Mentor, support, and cross-train other Technology Support Specialists

• Manage a queue of requests, ensure that the information is accurately captured in the ticketing system(s) and complete follow-up on incidents and requests.

• Responsible for resolving incidents related to computers, software applications, network connectivity, mobile devices, and other related technology utilizing required internal or external resources.

• Responsible for technical support to executives, VIPs and visitors of any kind to the Las Vegas location.

• Set up hardware and configure software and peripherals.

• Follow prescribed troubleshooting procedures, manage communications, and escalate appropriately to supporting IT teams.

• Champion collaboration across IT and business functions

• Independently contribute to team objectives

• Monitor systems for availability, capacity, and performance utilizing monitoring tools and dashboards.

• Contribute suggestions for new products, services, and processes to ensure best in class customer service.

• Contribute to self-service knowledgebase, operational procedures, and documents.

• Consistently demonstrate professionalism in all interactions

• Execute business communication on system planned maintenance, incident status notifications and other customer communications.

• Perform physical implementation and changes in coordination with IT Services provider and in adherence with change approval process where applicable.

• Perform job duties in a safe manner.

• Attend work as scheduled on a consistent and regular basis.

• Perform other related duties as assigned.

Minimum Qualifications

• Proof of authorization to work in the United States.

• Associate degree preferred

• CompTIA A+ certification or ITIL certification preferred

• 5 years of diverse technical support experience with PCs, networks, mobile devices, peripherals, and user account management

• Proven experience professionally engaging with stakeholders across all levels of the organization, including peers and executive leadership

• One to Two years of supervisory experience preferred.

• Ability to work varied shifts, including nights, weekends, and holidays

• Expertise in Windows, MAC, and Linux operating systems, Active Directory, and productivity applications

• Expertise in WIFI configuration, conference room A/V technologies, physical access controls, connectivity to cloud services, internet circuit, identity administration and permission

• Good knowledge of internet security and data privacy principles

• Strong analytical and problem-solving skills

• Effective written and verbal communication skills in English

Physical Requirements

Must be able to:

• Lift or carry 30 pounds, unassisted, in the performance of specific tasks, as assigned.

• Physically access all areas of the campus with or without a reasonable accommodation.

• Ability for prolonged periods of time to walk, stand, stretch, bend and kneel.

• Work in a fast-paced and busy environment.

• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, etc.