IT Engineer

The IT Systems Support Engineer is responsible for maintaining computer systems and other technologies within the business. A critical aspect of this role is the ability to communicate clearly and effectively while working closely with our outside IT support team to resolve issues and ensure all components are fully functional.
Responsibilities and Essential Functions

• Prepare workstations, accounts, and security credentials for new staff, ensuring clear instructions and updates are communicated throughout the setup process.
• Install new software and hardware components, providing thorough explanations to users about the changes and how they may affect their daily tasks.
• Perform network administration tasks, conveying any potential impact on users to ensure minimal disruption.
• Identify, budget, and manage IT projects, collaborating with cross-functional teams and explaining technical details in a way that is understandable to non-technical stakeholders.
• Resolve coworkers' IT issues with systems and software, providing step-by-step guidance in both written and verbal formats.
• Support daily operations of the computer network by keeping users informed of system status and changes.
• Collaborate with technical engineering groups to support installation and maintenance of company software license servers, clearly communicating any necessary user actions.
• Provide users with clear instructions and guidance on the use of desktop and portable computer hardware and software, ensuring they feel confident in the tools provided.
• Utilize trouble-ticketing software to open, update, and close tickets, keeping users informed of the status of their issues at every stage.
• Identify and document areas for process improvement, clearly articulating the benefits of changes to both technical and non-technical staff.
• Prepare equipment for reuse or disposal, explaining processes to team members to ensure compliance and understanding.
• Provide technical support for employees at remote locations, maintaining regular communication to address their needs efficiently.
• Perform software and hardware upgrades and installations, communicating timelines and expectations to all affected parties.
• Perform all other duties as assigned, maintaining open lines of communication with coworkers and supervisors.

Requirements

• 5-10 years' experience in IT services and support, with strong emphasis on Help Desk Support and effective communication with end-users.
• Knowledge in setup and configuration of high-performance office and industrial networks, with the ability to explain technical concepts to non-technical audiences.
• Proven experience in troubleshooting and problem-solving with a focus on clear, concise communication.
• IT Certifications applicable to desktop and mobile computer support are desirable.
• Experience providing excellent customer service, with strong interpersonal skills to explain technical issues in a simple and user-friendly manner.
• Ability to collaborate effectively with 3rd party IT services, ensuring smooth communication and clear updates throughout the process.
• Strong written and verbal communication skills, with the ability to break down complex technical information into understandable terms.
• Previous experience using IT ticketing software such as Spiceworks, with a focus on keeping all parties informed of progress.
• Excellent organization, time management, and prioritization skills, ensuring all communications are timely and effective.
• Keen attention to detail and efficient troubleshooting abilities.
• Ability to actively listen to user concerns and provide clear, actionable feedback.

This role requires an individual who excels not only in technical expertise but also in effective communication, ensuring that IT issues are understood and resolved quickly and clearly for all users.