Technical Support Engineer role at Palo Alto Networks focusing on advanced - level support for Public Sector customers. Addressing complex technical issues and ensuring optimal security infrastructure.
About the role
- Provide technical assistance to computer system users at Interstate. Answer questions or resolve computer problems for employees in person or remotely.
Responsibilities
- Provide technical assistance to computer system users.
- Answer questions or resolve computer problems for employees in person, via telephone or from remote location.
- Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, email, operating systems, land line and mobile phones.
- Identifies, researches, and resolves technical problems by responding to personnel requests for technical support.
- Monitors the status of servers and assures that all backups are being completed without errors.
- Maintains PC parts, hardware, and software inventory.
- Build, test, and maintain personal computers.
- Create and maintain users accounts – network directories, e-mail accounts, and printer selection.
- Install, configure, upgrade and troubleshoot computer hardware and software.
- Oversee the daily performance of computer systems.
- Refer major hardware or software problems or defective products to vendors for service.
- Create or modify phone extensions as needed.
- Record meter readings for printers and copiers.
- Record all daily activities using Interstate’s ticketing system.
- Resolves basic to advanced hardware, software, and connectivity problems.
- Lift general computer equipment; desktop computers, monitors and printers.
- Must hold a valid driver license in order to travel between our site offices and data center.
- Productivity is determined by the number and quality of completed projects.
- Must be able to work unsupervised.
Requirements
- Minimum requirement in Microsoft Outlook, Word, Excel and PowerPoint of Intermediate Level.
- Web browsers; Microsoft Edge, Firefox and Chrome
- Adobe Acrobat
- Antivirus, Spam and Spyware software
- Knowledge of major mobile phone carriers in order to troubleshoot company issued mobile phones
- Knowledge of Active Directory and Microsoft Exchange
- General understanding of VMWARE and TCP/IP, and WiFi networks
- General understanding of Microsoft Networking including Microsoft File and Print Sharing
- Must be customer support oriented, able to work in a dynamic and fast paced environment; good communication skills are a must.
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