Level 1 IT Help Desk Support Engineer in a collaborative environment for an MSP. Supporting diverse clients, troubleshooting issues, and ensuring high service quality.
About the role
- IT Support Analyst maintaining organizational computer systems for Epicor hosted customers. Providing end-user support, mentorship, and managing cloud servers in a hybrid environment.
Responsibilities
- Supports and maintains organizational computer systems and peripherals for Epicor hosted customers.
- This includes deploying, repairing, maintaining, and upgrading all virtual and cloud servers and the implementation of new software and tools.
- Effectively provide first-hand support to end-users in identifying and resolving technical issues.
- Provides mentorship to junior members of the IT team and specialized technical assistance to other IT verticals.
- Perform analysis, diagnosis, and resolution of complex computer problems, and provide best-in-class customer support for our customer.
- Recommend and implement corrective solutions for end-users in person, and remote support for off-site users as needed.
- Install, configure, test, maintain, monitor, and troubleshoot hosted and cloud systems.
- Communicate and multi-task across departments and technologies, while maintaining an appropriate level of professionalism and aligned goals.
- Utilize corporate ticketing system to document and track incidents, requests, user interactions.
- Support Microsoft and Apple operating systems and related software; and Epicor proprietary and remote connectivity.
- Help management design, improve, document, and implement IT processes.
Requirements
- 5+ years applicable experience and demonstrated success/knowledge.
- High school diploma.
- Bachelor’s degree and or relevant technical certifications preferred.
- Experience supporting remote end users with little or no IT background.
- Ability to complete and maintain basic work and project records.
- Ability to work as part of a team.
- Ability to identify and seek needed information/research skills.
- Excellent written and oral communication skills.
- Advanced technical problem-solving skills.
Benefits
- Comprehensive health and wellness benefits designed to support your overall well-being.
- Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
- Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
- Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
- Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
- Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
- Comprehensive support for international relocations and permanent residency processes.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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