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IT Support Engineer

Vertex Global Solutions New York, NY

  • Expired: August 12, 2021. Applications are no longer accepted.

Job DescriptionOur client is hiring an IT Support Engineer to provide on-site technical support in various departments as needed.OVERVIEW: Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or ticketing databases Support within established 15-minute Service Level Agreement (SLA) Instruct end-users in the appropriate use of equipment, software, and/or reference materials Assist with all aspects of technical support, including on-site visits as needed Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc. following internal tracking protocols Troubleshoot and resolve issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals, scales, mobile devices, conveyor controls (if needed), pick-to-light systems Research/troubleshoot issues using the tools available Navigate internal/external reference support materials Escalate issues to senior support teams and supervisors as required Perform preventive maintenance on all IT equipment in the facility, according to the established PM schedule Follow standard I.T. Operations procedures and Safety/GMP practices.

Support Plant network infrastructure including wiring and connections. Request of RMAs and shipment preparation of equipment requiring external service Conduct regular inventory of spare parts as well as equipment in production. Manage Active Directory services and troubleshooting Microsoft applications Support Microsoft Exchange and Office 365 environment Install and configure new Windows 10, 8, 7 & Mac laptop and desktops Support virtualized networks such as VMware Provide input and participate in strategic planning sessions Provide end-user Desktop support via remote support tools Serve as an escalation point for any advanced issues and assist Level 1 team members with resolving customer issues Troubleshoot and Escalate Airclic Issues to internal and external support services Research and update the business are new versions of hardware available Locate ways for the team to perform tasks efficiently to provide savings Data entry (management of data) -accurately prioritize, categorize, track and log calls, tickets, chats, etc.

following internal tracking protocols The escalation point of contact for issues being escalated from Level 1 & 2 support staff. Provide product training to all levels of support and act as a mentor to junior support staff. Assist with all aspects of technical support, including on-site visits to Remote Sites as needed Responsible for escalating technical issues that could not be resolved by Level 1 & 2 & 3 Act as a back-up for Level 2 & 3 Technical Support Staff.

Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed. Work continuously to increase Level 2 and 3 Support Staff product knowledge by reviewing escalated cases on a weekly basis. Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues.

Depending on the circumstances, the Level 4 Engineer could be required to travel to client sites on short notice. Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved. REQUIREMENTS: Bachelor's degree in technology or minimum six (5) years' work experience in a related field 7 years' work experience does not require a bachelor's degree Good knowledge of Windows operating systems and software applications General knowledge of PC hardware and peripherals Good TCP/IP / networking knowledge Experience with or good understating of relational databases Experience with ticketing Systems preferred Low voltage wiring experience helpful #IND123

Vertex Global Solutions

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New York, NY



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