Internal IT Engineer (Hybrid - 1 day/week onsite)
Partnerize
- Pennsylvania
- Permanent
- Full-time
- Work closely with teams throughout the business to ensure technical issues and projects are correctly managed.
- Ability to respond to every incoming request following standard operating procedures.
- Ensures the appropriate processes and standard operating procedures are continuously reviewed to improve the quality of support provided.
- Monitors incoming tickets and ensures tickets are resolved within contractual SLAs and internal OLAs.
- Ensure there is relevant, technical and non-technical, information provided in ticket updates to sufficiently communicate the status to the end user.
- Work closely with other resolver groups to help maintain, develop, and improve IT solutions for the business.
- Report team and individual performance achievements to the Internal IT Lead to ensure they are recognized through the appropriate channels.
- Manage and monitor all IT support tickets to ensure the Technical Support function runs smoothly and efficiently.
- Has a good understanding of service management framework principles and processes.
- Investigating, diagnosing and resolving major incidents.
- Ensuring any proposed changes are approved through the Change Advisory Board and follow agreed processes.
- Contribute to post-incident root cause analysis meetings and take ownership of improvement ideas.
- Undertake training by reading content in manuals, online forums or books.
- Writing technical documentation.
- Supporting global customers.
- Competent at translating technical information into business language for both team members and customers.
- Ability to analyze all possible courses of action and selecting the best solution based on all the facts available.
- Able to plan and organize workload in line with Service Level Agreements, deadlines, team tasks and personal development.
- Experience in a help/service desk support role managing service requests in a ticketing system.
- Experience of end user technical support, resolving customer issues in a timely manner.
- Experience supporting end user Windows devices.
- Experience managing Microsoft infrastructure.
- Knowledge of MDM/UEM systems.
- Working to deadlines with planning and organizational skills.
- Writing user and technical guides along with standard operating procedures.
- Excellent written and verbal communication skills.
- Experience maintaining and supporting the following platforms - Google Workspace, Office365, Azure Active Directory, Slack & Zoom
- Keen interest in technology.
- Experience of Service Management Tools.
- Experience supporting end user Mac devices.
- Experience of PowerShell.
- Experience or knowledge of Asset management.
- Experience or knowledge of Stock control.
- Good understanding and basic management of office networks, both wired and wireless.
- Experience of managing a VPN service for remote connectivity.
- Awareness of end user and device security policies and framework.
- Knowledge or experience of the following platforms - Jamf Pro, Microsoft Intune, Snipe-IT, Atlassian Jira/Jira Service Desk/Confluence, ZenDesk, LastPass, Hubspot & Sophos Endpoint Security
- Flexible Time Off Policy - Take the time you need
- Enhanced Parental Leave: 16 weeks for birth parent, 8 weeks for non-birth parent at full pay after one year employment
- Robust Company Sponsored Health & Welfare Benefits
- 401k Plan - 4% employee match
- Enhanced Wellness Program including access to EAP, Wellness Coaching & Wellness Fridays program
- Regular company events and activities