System Support Engineer
General Summary Description
The System Support Engineer is responsible for assessing and troubleshooting computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users, supporting day to day IT operations, managing the internal network, and overseeing IT operations of our satellite offices. We do require that individuals be able to maintain critical email/phone availability to handle emergency issues. The individual must also be able to multitask effectively and maintain our network reliability.
§ Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems
§ Creates helpdesk ticket and properly documents IT issues with corresponding solutions
§ Ascertains from computer user the nature of problem, determines whether problem is caused by hardware such as modem, printer, cables, or telephone, formulates diagnosis, and assists users through problem solving steps.
§ Assist personnel from Quality Control Laboratory with implementation and troubleshooting of specialized hardware and software (Agilent’s Openlab)
§ Configuration and troubleshooting of desktop applications and related upgrades such as Microsoft Office and company proprietary software "Omnergizer"
§ Operate and maintain enterprise servers and network equipment
§ Maintain and update inventory of hardware and software in use
§ Assist with management and troubleshooting of Cisco VoIP phones, PBX and related systems
§ Talks with co-workers to research problem and find solution
§ Tests software and hardware to evaluate ease of use and whether product will aid user in performing work
§ Writes software and hardware evaluation and recommendation for management review
§ Writes or revises user-training manuals and procedures
§ Assists in developing of training materials, such as exercises and visual displays
§ Trains users on software/hardware or recommends outside contractors to provide training
§ Supports VMware, FOB system, and security cameras as necessary to ensure they are working properly
§ Serves as a mentor for the IT Support Technician on technologies currently in use at the company
§ Documentation of standard operating procedures to comply with company policies
§ Available 24x7 for emergency situations
§ Some travel may be required
§ Performs other duties as assigned
Direction Received: Immediate or frequent direction
Analytical Requirements: Problems require analysis based on precedent
Decisions and Judgment: No authority to commit the organization in negotiations or with respect to finances
Initiative: Work is variable but methods have been established and initiative is required to maintain the flow of work
Associates Degree in Computer Science or a related field and 5-8 years’ experience or equivalent combination of education and experience required. Bachelor’s Degree and 3-5 years’ experience preferred.
Description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. Reasonable accommodation will be provided to qualified individuals with disabilities. The employer has the right to revise this job description at any time. The job description is not to be construed as a contract for employment.
Licenses/Certification: Special Requirements/ Skills: Work Environment: § CompTIA A+, CompTIA Network +, CCNA, or MCSA or equivalent experience preferred § Strong telephone skills § Ability to use general office equipment and general computer proficiency § Proficient in Microsoft Exchange Server § Proficient in Microsoft Office Suite § Proficient in Batch Files or Scripting, VB or C++ § Proficient in CISCO Network switches, Routers, Firewall, and HP or other Servers § Excellent communication skills § Proficient in MS Office, Visio, Windows XP 7/8, Windows 2003 / 2008 / 2012 § Proficient use of VMware § Office environment