Job Description

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 working in IT operations with our satellite offices as required. 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.

Duties/Responsibilities

Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, 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) or any other such departments.

Configuration and troubleshooting of desktop applications and related upgrades such as Microsoft Office, etc. and company proprietary software "Omnergizer"

Operate and maintain enterprise servers and network equipment

Must be able to document in correct formats all work related outputs including technical, reviews, schematic drawings, tickets, etc.

Maintain and update inventory of hardware and software in use

Assist with management and troubleshootingof 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

Minimum Qualifications

Associates Degree in Computer Science or a related field and 4-6 years’ experience or equivalent combination of education and experience required.  Bachelor’s Degree and 3-5 years’ experience preferred. 

Licenses/Certification:

Special Requirements/ Skills:

CompTIA A+, CompTIA Network +, CCNA,  or MCSA or CISCO certification

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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Minimum Qualifications

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.  

Additional Requirements

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

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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