Senior IT Engineer

Description

The Senior 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 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 to 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 directions to other members of the support team

• • IT Support Technician will be required to participate in an on-call rotation

Requirements

• 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
• 5+ years’ experience in Information Technology

 

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: 

• Bachelor’s degree or commensurate experience/certifications preferred

Summary

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. 

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