IT Support Engineer - HCTec

POSITION SUMMARY:

The Solutions Engineer is responsible for managing infrastructure projects and systems both internally

and for customers. Responsible for the timely, enthusiastic, and satisfactory completion of remote

helpdesk and onsite support for HCTec's technical managed services clients as well as HCTec's internal IT

needs. IT support will consist of managing customer and employee queries, troubleshooting, and

diagnosing IT issues.

This role requires the ability to work both independently and as part of a team and be able to adapt to

new technologies and environments – all within a structure that is extremely fast-paced and demanding.

The Solutions Engineer will serve as the face of HCTec, with the responsibility of making significant

decisions on behalf of the company for clients. To maintain a trusted business relationship with the

client management team, the Solutions Engineer must hold themselves to the highest ethical and

professional standards.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES: To perform this job, an individual must perform each

essential function satisfactorily with or without reasonable accommodation.

Manage IT Helpdesk Requests both Internally and for Clients

o Responsible for managing the IT Support Desk Analysts workflow processes within Autotask to ensure

internal and client user accounts are set up or disabled appropriately and on time.

o Works in conjunction with and is responsible for ensuring the IT Support Analysts troubleshoot and

address all support requests efficiently and effectively.

o Manage expectations for walk up requests that may be initiated while on-site at a client location.

o Follows through with escalated support tickets and requests whose issues are not closed on initial

contact – which may include additional communication to the user, a supervisor, or other support

areas within the team.

o Documents all calls and ticket information and updates as information becomes available via the

HCTec ticketing system.

o Responsible for customers satisfaction ensuring prompt, accurate and courteous service.

Manage Allocation and Maintenance of IT Equipment both Internally and for Clients

o Responsible for total setup of all network and server hardware and ensuring said hardware is

connected to the network and working properly, configure and install this equipment, as well as

diagnose and repair any malfunctions.

o Performs various projects for network and server implementations.

o Analyzes and performs VOIP troubleshooting and setup for both clients and internal IT.

Diagnose Network and Server Hardware and Software Issues

o Responsible for performing an initial diagnosis of the issue and documenting their findings. Then,

analyze, formulate, and execute a strategy to fix the issue.

Prioritize and Escalate Issues as Necessary

o Manage the priority of issues based on severity and immediacy and follow proper escalation

procedures if necessary.

o Exhibit use of organizational skills, which are critical to handle the prioritization of workload while

simultaneously being able to effectively manage customer expectations to ensure 100% satisfaction.

ADDITIONAL REQUIREMENTS:

o The ability to maintain confidentiality is critical to this position, which will have access to and/or

works with sensitive and/or confidential information regularly.

o Customer Service and Communication skills are a must and critical to the success of this role.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

o 2 Year Associates or Bachelor's degree in Information Technology or 5 years' equivalent experience is

required.

o Microsoft Certified Solutions Expert (MCSE) and Network+ Certified, preferred

o Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP), preferred.

o Experience with Microsoft (SQL Server, Exchange, Active Directory), Citrix, SonicWALL, Cisco, Meraki

and VMware technologies

o Minimum of five (5) years customer service experience

o Significant experience configuring, maintaining, and troubleshooting all versions of Microsoft

Windows operating system

o Office 365 Management

o Robust networking skills with experience in DNS, DHCP, Switching/Routing, and wireless technologies

o Experience with mobile device support (iPhone, Android, Windows Mobile)

o Must be a team player and build good working relationships across all functions

o Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced,

high-energy environment with a proactive focus

o Need to be flexible, adaptable, and possess creative problem-solving skills

o Must demonstrate strong written and verbal communication

o Ability to work late shift and/or on-call rotation

o Ability to bend, stoop & carry at least 50lbs

o Insurable driving record, current driver license and reliable transportation