IT Support Engineer (Watertown, CT)

Axiom Technology Group

A Field Support Engineer at Axiom is an IT professional qualified to provide superior customer support to client requests, primarily assigned to on-site at client locations. A strong ability to troubleshoot and solve a wide variety of IT related issues will be required while maintaining a calm, professional nature in the face of challenging situations.


Location: At a client site in Watertown, CT 

Authorization to work in the US is required

We encourage relocation, but relocation packages are not offered

*Note: we are Axiom Technology Group at www.thinkAXIOM.com

  

RESPONSIBILITIES

Daily Responsibilities – Client Facing 

  • Provide Level I and II support via phone, email and on-site at the client location to support service needs as required
  • Handle client support requests while building strong customer relationships 
  • While onsite attend and participate in client meeting as requested
  • While supporting the client per the SLA, continually look for ways to provide additional local support of Axiom services
  • Perform troubleshooting analysis of workstations and associated systems
  • Responsible to ensure that IT network is being maintained to satisfy client requirements
  • Update security programs and administer password changes to prevent unauthorized access to privileged data and information
  • Maintain various messaging systems and client platforms (Email, Instant Messaging)
  • Administer all system back-up and restoration processes
  • Support client end computing and network infrastructure
  • Monitor system performance, identify and recommend system enhancements 
  • Manage user accounts, permissions, email, anti-virus, and anti-spam
  • Efficiently diagnose, troubleshoot and resolve technical issues at desktop, server, and network level
  • Recommend products and services aligned with client’s needs
  • Provide on-site technical support that may involve but not limited to; installation of hardware or systems, software, network, and communications devices
  • Perform on-site monthly server and workstation maintenance routines
  • Properly manage onsite hours to ensure timely visits to client locations as scheduled


Daily Responsibilities – Internal Facing

  • Document client issues and resolutions to maintain internal knowledge base
  • Accurately record daily time sheets
  • Maintain an awareness of customer’s SLA and support efforts to stay within the boundaries of the SLA
  • Seek appropriate guidance from team members when faced with challenges
  • Provide collaborative feedback to teammates 
  • Participate in training and orientation updates
  • On-call rotation required
  • Provide daily or weekly status reports as requested by Manager or client 


SKILLS REQUIRED

General Skills

  • Must be able to work independently and/or in a team environment
  • Ability to deliver valuable and professional IT services to external clients
  • Solid time management and organizational skills to efficiently complete assigned tasks
  • Excellent communication skills to ensure successful resolution to client issues
  • Strong written communication skills to participate and assist in the creation of comprehensive documentation
  • Ability to interact professionally with a diverse group of colleagues and clients
  • Ability to work on site at client locations with respect to client’s work environment & staff
  • Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients
  • Ability to confidently enter an unknown environment and assess client needs
  • Provide excellent communication with client while on site assuring superior client support

 

Technical Skills

  • Windows Desktop Operating Systems thru Windows 10
  • Windows Server Operating Systems thru 2016
  • Configuration and Administration of Active Directory and Group Policy Objects
  • Experience with Mobile Devices and Mobile Device Management (Blackberry, Windows Mobile, Android, and iOS)
  • Administration of Exchange Servers thru 2016 
  • Office 365 Administration
  • Basic Configuration and Administration of HP, Dell, Cisco & Meraki Networking
  • Solid Understanding of Networking including TCP/IP, Switching and Wireless
  • Basic Understanding of VLAN’s, Routing and Wireless
  • Solid Knowledge of Physical & Virtual Server Infrastructure
  • Basic Knowledge of VMware, Hyper-V, Microsoft Azure, and Amazon Web Services
  • Basic Knowledge of SAN’s and Shared Storage
  • SQL and Citrix experience a plus

 

EDUCATION, EXPERIENCE, CERTIFICATIONS & LICENSES

  • Minimum of 1-2 years of post-education IT work experience mandatory
  • Associates Degree in Computer Science, Information Technology or similar, mandatory
  • Experience with call tracking/ticket management system, Autotask preferred
  • Experience with Managed Services, IT Integration and/or Consulting experience a plus
  • Proficient with Helpdesk Standards Methodology preferred
  • Preferred, but not required: MCP, MCSE, MOS
  • Required: Driver’s license required