IT Infrastructure Engineer

Date:  24 Feb 2024
Location:  Plano
State:  TX
Country:  US
Company:  LTTS

Position Summary:

This role is responsible for identifying software and technical issues associated with user issues reported to the Help Desk and more complex nature. It is also required to work on multiple complex projects independently as well as team member.

Essential Functions:

  • Provide quick and effective assistance with information technology systems.
  • Guide users remotely and in person through systems configuration, troubleshooting, and maintenance
  • Listen attentively to customers’ questions and concerns and offer optimal solutions.
  • Prioritize customer satisfaction in all communications, directing unresolved issues to next level personnel
  • Work with internal IT engineers to provide customers with superior service.
  • 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 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 user needs and concerns appropriately and promptly, escalating tickets appropriately to the correct Senior IT engineers
  • All other duties, as assigned.

Key Skills/Experience/Education

Skills:

  • Excellent problem-solving and analytical skills
  • Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
  • The ability to break down technological processes and deliver clear, step-by-step instructions
  • Patient, friendly demeanor with a great aptitude for listening
  • Strong verbal and written communication skills
  • Commitment to providing exceptional support service

Job Type: Full-time

Job Location: Plano, TX