It Support Engineer

Background: IT Support Analyst role:

IT support analysts are responsible for providing a broad range of technical support services, and may also evaluate the overall support program. They configure, and maintain software programs, and assist with upgrades and integrations. They help with security issues and recommend privacy safeguards. They provide repair and troubleshooting support for software applications. They may also provide assessments of the IT processes and make recommendations for improvements. IT support analysts typically have at least an associate degree in a computer science field, although additional education or training is an advantage. They have a background in tech support or similar roles. They must be familiar with a range of technology products and services, but may specialize in a particular type of system or the technology used by a certain industry. Roles & Responsibilities: • Answer support phones, email, Teams, Snow and take appropriate action to resolve client issues. • Responsible for maintaining various network projects with our client base. • Provide IT support and troubleshoot applications issues. • Provide technical guidance, advice, and support to system users. • Build and maintain positive, constructive partnering relationships with customers and stakeholders. • Perform IT production support for assigned area(s) according to documented processes. • Provide operational status and statistics regarding software applications • Interact with all levels of customers and stakeholders supporting all aspects of software applications in their environment. • Manage and coordinate managed service and solution providers for the successful delivery of technology services in support of our operating business needs. • Log all customer interactions, filling out detailed information in tickets and document resolutions. • Responsible for the timely and thorough completion of customer help requests by taking ownership and seeing each task through to the customers satisfaction. • Update desktop software/applications. maintain documentation on installed applications. Technical qualification required: • Bachelor's Degree in computer science, IT, or information systems, or equivalent experience. • 3+ Years of experience as Support Engineer • Advanced understanding of Linux systems. • Strong computing skills. • Is a natural problem solver and critical thinker. • Fluent in a variety of programming languages, software, and systems. • Comfortable collaborating with others and performing exercises such as onboarding. • Demonstrated leadership and computer literacy skills.