Summary

A Support Engineer is responsible for providing advanced technical support and troubleshooting to customers and internal users who are experiencing issues with hardware, software, network, or other IT-related systems. They work as part of a team that escalates complex or unresolved problems to Tier 3 specialists or vendors, and follows up with customers until the issues are resolved. A Support Engineer also contributes to the documentation and improvement of IT processes and procedures, and mentors Tier 1 support staff.

Responsibilities

· Respond to customer and user requests for technical assistance via phone, email, and ticketing system.

· Diagnose and resolve complex IT issues related to hardware, software, network, security, or other systems.

· Escalate unresolved or critical problems to Tier 3 specialists or vendors, and coordinate with them to ensure timely and effective resolution.

· Follow up with customers and users to ensure their satisfaction and provide additional support or guidance as needed.

· Document and update IT incidents, solutions, and procedures in the knowledge base and other systems.

· Identify and report recurring or systemic IT issues and internally propose solutions or recommendations to prevent or mitigate them.

· Participate in IT projects, initiatives, and audits as assigned.

· Keep up to date with the latest technologies, trends, and best practices in the IT field.

Requirements

• Associate's or bachelor's degree in computer science, information technology, or related field, or equivalent work experience.
• At least 5 years of experience in IT support, preferably in a Tier 2 or higher role.
• Strong knowledge of IT systems, applications, and protocols, such as Windows, Linux, MacOS, Office 365, Active Directory, VPN, TCP/IP, DNS, DHCP, etc.
• Excellent troubleshooting and problem-solving skills, with the ability to handle complex and diverse IT issues.
• Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical audiences.
• Ability to work independently and collaboratively in a fast-paced and dynamic environment.
• Ability to prioritize and manage multiple tasks and deadlines.
• Certifications in ITIL, CompTIA, Microsoft, Cisco, or other relevant areas are preferred.
• Candidates must be able to move up to 40 lbs. without assistance.

Benefits Included:

Competitive salary based on experience & knowledge. Full benefits package. 401K. Bonus Plan. Expense reimbursement.

Important Notes:

This is a full-time position.

Applicants must be able to commute to the Charlotte area daily.

Must be authorized to work in the US

No phone calls, please.

No third-party vendors will be considered under any circumstances - absolutely no recruiters, headhunters or employment services should call or reply.

Must be available for immediate consideration.

All candidates are subject to a background check.