IT Support Engineer

ProTrans International - IT Operations, Support Engineer

Schedule

To be eligible for this role, candidates MUST BE ABLE TO WORK 100% on site - Monday - Friday 8-5pm with occasional overnight travel to ProTrans sites for special projects.

Your role will be diverse in responsibilities including supporting a variety of services, managing projects and acting as an escalation point for end user support. Examples of services that the team supports include storage, backup, email, asset management and hardware imaging. While many of these services will be owned by another team, you will assist in maintaining them and serving as an admin and consulting with users on issues and workflows that relate to the services. Additional responsibilities include serving as a point of escalation for user support issues that may include service-related problems, complex technical issues and sensitive cases. While carrying out these responsibilities you will be expected to serve as a senior member of a Customer Focused team who solve problems and look for ways to improve operations.

KEY RESPONSIBILITIES

• Provide support for escalated tickets from growing multi-site user base and environments.
• Provide technical expertise and hands-on support to end users across the organization.
• Participate in the development, implementation and administration of processes and procedures to ensure the reliability, recoverability, and optimum performance of organization services.
• Work in tandem with the rest of the IT Operations team to uphold system SLAs with a rotating On-call schedule for production support issues.
• Direct internal and external service provider engagements, as needed, in the processing of support requests for effective and timely resolution of issues.
• Research, procure, and vet new hardware and software solutions as directed by manager.
• Coordinate and oversee a wide range of IT projects. Work with key stakeholders to thoroughly outline tasks and de...