KEY IT Engineer

Brief Description

The IT Engineer will support end users on various technical issues and problems relating to hardware, software, networking, and peripherals. They will also be responsible for responding to, documenting, and resolving tickets in a timely manner. The IT Engineer must have excellent technical and problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate members of the team.

The engineer will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms, including desktops, laptops, mobile devices, peripheral equipment, networks, etc. This position may also require independent work, sharing information, and assisting others in the team.

Essential Job Responsibilities

• Diagnosing and troubleshooting technical issues including hardware, software, OS, and LAN/WAN related network problems
• Installing and configuring hardware and software
• Speaking to customers to quickly get to the root of their problem
• Providing timely and accurate customer feedback
• Talking customers through a series of actions to resolve a problem
• Following up with customers to ensure the problem is resolved
• Ensuring all issues are properly logged
• Establish best practices and work to develop, improve, and document standard work procedures
• Perform assigned tasks associated with the support of external Keycentrix customers as directed
• Assess issues and determine importance, urgency, and risks while managing multiple priorities
• Train and provide technical direction to other members of the support team
• IT Support Technician will be required to participate in an on-call rotation
  
  

Qualifications

• Strong technical skills and knowledge/experience with IT protocols, software, and hardware operations
• Strong troubleshooting diagnostic skills; able to perform root cause analysis of technical issues
• Ability to remotely support IT technicians and end users
• Ability to communicate effectively with technical and non-technical users
• Self-starter who takes initiative to resolve problems
• Able to work with a team
• Able to perform on-call work as needed
  
  

Other Preferred Skills

• TCP/IP networking
• WAN, LAN, WLAN, vLAN
• Microsoft Operating Systems (Server and Desktop)
• Microsoft Cloud solutions (Office 365, AD, SharePoint)
• VPN and remote access methodologies
• Server and desktop hardware installation, configuration, and support skills
• NAS and other shared storage technologies
• Firewall and network security experience
• VOIP telephony solutions
• VMWare ESXi, vCenter Server
  
  

Education Or Certifications

• Associates degree or commensurate experience/certifications preferred
  
  

Physical/Mental Requirements

• Ability to communicate effectively
• High level of alertness, concentration, accuracy, and time-management
• Able to maintain a stationary position for prolonged periods
• Able to lift parcels (up to 50 lbs)
  
  

Summary

5 Things About Us

We are honest, sincere, and open.

The most fundamental way to exchange ideas, solve problems, and help each other is by communicating. We encourage healthy debate and differences of opinions to maximize outcomes. We work hard to actively balance candor, kindness, and sincerity to improve the way we work together.

We are passionate about being good at what we do.

Hardworking, dedication, and follow-through are traits any company values and seeks. We agree. As superior technologists, we infuse passion, focus, and drive into those values to stun and delight those we serve.

We are better together.

We believe in the value of teamwork and collaboration, but even more than that we rely on each others’ bravery and support. We push each other and respond to challenges with grit and determination. We are high-performing.

We work with love, empathy, and a sense of humor.

We believe a good atmosphere can unlock our full potential. We choose to honor our backgrounds and lives. We show interest in each person’s approach to work and play. We look for appropriate opportunities to smile and laugh together.

We are a business.

The revenue we generate is derived from offering great technology and services to companies in our industry. We all play a role in increasing the number of companies that use the technology and services we offer.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time.

Keycentrix is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.