IT Support Engineer—Saltillo

Desktop; Level 1 & 2 Support Provides day-to-day technical support to employees for network infrastructure and internal computer systems software and hardware. Installs, configures, and troubleshoots desktops, laptops, tablets, and phones. Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades.

Key Responsibilities:

• Responds to queries over the phone, remotely or when necessary, in person.
• Troubleshoots and perform PC and peripheral repairs for the internal and remote clients.
• Performs Incident ticket processes; Responds to assigned tickets (routine and urgent) within the timeframe specified by the current service level agreement and works issues through to resolution; Maintains appropriate documentation within the Incident system as determined through periodic ticket quality reviews.
• Performs advanced printer, handheld scanners, tablets, troubleshooting.
• Performs advanced network connectivity troubleshooting.
• Performs software installation processes and software troubleshooting.
• Performs effective issue escalation to level 3 groups when necessary.
• Assists in the setup and support of VoIP, teleconference and A/V
• Assists in developing and creating standard operating processes to continuously improve IT
• Follows standard operating processes and best practices for all service situations.
• Keeps internal customer informed of outages and statuses; provide and recommend alternative connectivity methods during outages.
• Responsible for project participation including system upgrades, service improvement initiatives and service requests.
• Responsible for learning and utilizing new services and products or changes to existing services and products.

Key Requirements:

• Comfortable working within a team, but able to work independently.
• Excellent communication skills
• Excellent interpersonal skills
• Customer service oriented.
• Analytical, organized and detail oriented
• Document Issues in the ticketing system and other systems
• Experience with Windows and Mac OS
• Active Directory
• LAN, VLAN and WAN technology
• Support Mobile Devices (iPhones, Androids Tablets)