Intelgica, Inc. is hiring a Associate Technical Support Engineer in the following area(s): Hanover, MD.
Job Summary:
The Associate Technical Support Engineer will supply a differentiated customer experience to our internal and external customers by supplying world class service. This will consist of fielding inquiries, request and performing initial troubleshooting for all IT systems, corporate and remote user systems, and properly documenting each interaction.
What You will Do:
Serve as a lead subject matter expert on IT Operations
Responsible for complete and correct resolution of store personnel requests; supplies answers by finding problems, researching issues, and guiding store personnel through corrective steps.
Responsible for complete and correct resolution of reported incidents, request, and questions by finding problems, researching issues, and guiding the customer through corrective steps. Until resolved, escalated, or triaged accordingly
Thoroughly document problems and resolutions of support request in the ticketing system
Help keep a current knowledge base of processes and procedures and be a key contributor
Collaborate with a team of IT professionals to resolve the needs of our end users
Supply high level support & quality service to end users
Supply technical support services to clients by responding to requests within SLAs
Resolve technical issues that require extensive attention beyond the support queue
Support networks, security cameras, and audio-visual equipment for remote offices
Interact with third party vendors to ease IT needs in remote offices
Direct research in emerging technology by studying organization goals, strategies, practices, and user projects
Learn to understand how the business process works, how the technology supports the process, how integrations work, and the impact of changes to any part.
Supply excellent customer service and technical guidance in support of our Infiniux family
Escalate unresolved issues to the proper resolving groups via trouble tickets.
Properly documents each incident in the proper ticketing system quickly and accurately.
The Qualities You Possess:
Self-learner with a desire to keep up with latest technology trends & practices
Ability to work weekends/off hours when needed
Excellent team player with strong verbal and written communication skills
Excellent inter-personal skills and great Customer Service. Be able to build trusted relationships with users and business stakeholders
Must be a good multi-tasker with the ability to navigate and use multiple systems simultaneously.
The Skills and Background You Possess:
Computer Science or related field degree preferred
A+, Network+ or other related computer certifications are preferred
Entry level to 2+ years of solid Service Desk, Technical Support or Help Desk experience.
Multi-tasking between support requests, often re-prioritizing requests as the volume of tickets fluctuate
Administrating a ticket queues and prioritizing tasks
Supply comprehensive technical support services to clients by responding to requests within SLAs
Entry level to intermediate Windows 10 operating system knowledge including user profiles and policies
Entry level to intermediate experience managing and administering an Office 365 platform & its applications
Entry level to intermediate knowledge of TCP/IP, VPN, and general network troubleshooting practices
Entry level to intermediate knowledge of supporting IT Hardware and Infrastructure for geographically distributed users and offices
Entry level to intermediate knowledge of supporting audio-visual equipment for local/remote meetings & collaboration
Entry level to intermediate knowledge of managing MS Teams collaboration & communication services
Network design including wireless LAN. Experience administering Cisco and Meraki equipment preferred. Intermediate to Advanced Networking skills desirable
Entry level to intermediate knowledge of Azure administration desirable
Entry level to intermediate knowledge with camera and access card system would be preferred.
Please Note: This job description is not intended to be a complete list of all responsibilities, duties or skills and due to the changing nature of the job is subject to review and change at any time, with or without notice.
This position is Non-Exempt based on the FLSA laws. Our company uses E-verify and third party background check services during the hiring process.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
