Verbit Senior Technical Support Engineer 

United States, Pennsylvania 

794707950

The Senior Technical Support Engineer will primarily be responsible for delivering timely, accurate, and effective solutions, configurations, and problem resolution to VITAC’s ecosystem of desktop and laptop computers, as well as other mobile computing devices.

Essential Duties and Responsibilities:

· The scope of work may include but is not limited to the following:

· Manage configuration and deployment of all desktop and laptops and Macintosh computers.

· Act as point of escalation and subject matter expert for team members

· Review issue resolution documentation and knowledge articles created by team members to confirm accuracy, maintain adherence to standards

· Assist with department and company-wide projects and initiatives

· If requested, assist with interviewing, hiring, training, and mentoring department staff

· Track trends of service requests and work with clients to mitigate recurring instances

· Perform advanced troubleshooting, configuration, administration, and repair for end user devices, email, Microsoft Office, file shares, Active Directory, and other infrastructure.

· Maintain a deep knowledge and understanding of all client environments.

· Provide tracking of asset inventory.

· Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers.

· Administer servers, desktop computers, printers, phones, personal digital assistants, smartphones, software deployment, security updates and patches.

Requirements

· 3+ years providing direct external customer support (via phone and in person)

· 3+ years providing direct internal employee support (via phone and in person)

· 3+ years providing IT (desktop and software) support

· High proficiency with Microsoft Office software suite (Excel, Word, Outlook)

· High proficiency with desktop operating systems, specifically MS/Windows and MAC/OS

· High proficiency with laptop operating systems

· High proficiency with hardware and software technical support

· Excellent verbal and written communication skills

· Positive Customer Service approach and attitude

· Experience with Microsoft Office 365 administration

· Experience with Windows the creation and deployment of Windows Images

· Experience documenting process and procedure for training purposes

· Experience with Helpdesk Ticketing systems

· Experience with interactive meeting technology (WebEx, GoToMeeting)

· Experience with mass deployment of software and hardware

· Experience with remote control support tools

· Previous experience providing mentoring and training

· Knowledge of network security practices and anti-virus programs

· Ability to perform remote troubleshooting and provide clear instructions

· Excellent problem-solving and multitasking skills

· Self-motivated and proactive individual

We’re a group of:

· Tech-savvy individuals who are always open to more growth and learning opportunities

· Adaptable and flexible people who thrive in a fast-paced, startup environment

· Creative minds who rethink and question how to outperform past results