IT Support Engineer

Job description

As the IT Support Engineer, you will be responsible for handling all elevated incidents and service requests through service management tools. This role will involve taking detailed notes of the problems users are experiencing, determining the necessary steps to resolve these issues, and managing the flow of incoming support requests. You will escalate requests to higher level support teams and experts as needed. Strong analytical skills and effective communication skills will be required for this job. Provide end-user support for the desktop computing environment, network infrastructure, and physical and cyber security. Responsible for Incident Coordination for any urgent Information Technology (IT) issues. Monitor various IT systems, analyze performance data, and escalate to appropriate product specialist as needed. Analyze and provide Tier 2 technical support across all services, resolving escalated end-user issues and collaborating with IT development and infrastructure teams as needed. Set reasonable customer expectations for resolution time by determining scope, impact, and severity of issue. Respond to a broad range of service requests for support by providing information to...