IT Support Engineer - EUC L1

Role Overview: Supports the Corporate IT Business community, providing first level support for End user desktop and IT Site support issues. Receives, assesses, troubleshoots, and escalates support incidents & requests.

Principal Responsibilities:

1. 1. Understanding of ticketing systems and ability to log/update/close tickets, prioritize issues and balance workloads bringing End Customer tickets to full resolution
   2. Possess understanding of installing, troubleshooting, configuring, and repairing Desktops, laptops and printers
   3.  Possess knowledge on OS installation, configuration and MS office suite
   4. Able to diagnose problems and fully support (install, troubleshoot, configure and repair) a variety of internal and third-party applications for client workstations and servers in both the desktop and lab environments
   5. Working Knowledge of protocols (TCP/IP and subnetting), VPN, and basic commands from the command prompt (ipconfig, tracert, etc.)
   6. Working Knowledge of and use commands to configure, move, add, and change telephone extensions within the same building
   7. Communicate highly technical information to both technical and nontechnical employees
   8. Provide outstanding End Customer service and world class support in a large, fast paced, high pressure, corporate environment

Skills:

1. Skilled in hardware, software and/or operating systems environment
2. Knowledge of appropriate networks, products and protocols
3. Troubleshooting skills
4. End Customer Service skill

Education and Experience:

Typically requires 2+ years of related experience