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IT Engineer

Date:  17-Sep-2022
Location:  New Jersey
State:  Edis
Country:  US
Company:  LTTS
  • Diagnoses and troubleshoots software and hardware problems and help customers install applications and programs.
  • Provides technical support to resolve network issues, configuring operating systems and using remote desktop connections to provide immediate support.
  • Tracks requests and solutions, delivers metrics, and delivers standard reports for periodic management review.
  • Monitors and execute tickets in ticketing system and makes sure tickets are addressed in a timely fashion.
  • Performs preventative maintenance including server updates, checking backups, anti-virus and application maintenance.
  • Central IT asset management including hardware and software inventory.
  • Provides remote support over the phone using remote assist tools.
  • Manages intake of internal and external technical support requests establishing priorities.
  • Applies technical knowledge and systems/software expertise to identify root cause of issues responding and articulating solutions.
  • Triages between end user and vendors to assist in resolving client issues with hardware, software, communications (networks/ISP’s) and desktop applications.
  • Collaborates with teammates to further develop self-knowledge of technology while supporting same teammates to meet or exceed expectation.
  • Assumes flexibility with rotating schedules, providing on-call support, as assigned.
  • Balances high volume of requests/issues with a sense of urgency, tact and diplomacy while meeting deadlines/expectations.
  • Addresses client needs and concerns appropriately and promptly, escalating tickets appropriately to the correct Senior IT Consultant
  • All other duties, as assigned.