TECHNICAL SUPPORT ENGINEER

Brief Description

POSITION SUMMARY

Under the guidance of the Technical Support Team Lead or Manager, the Technical Support Engineer is responsible for delivering comprehensive technical support across the organization. This role includes full lifecycle support from new hire onboarding to offboarding, along with hands-on involvement in infrastructure maintenance. The engineer will be accountable for resolving assigned issues in a timely and professional manner, ensuring all support cases are accurately documented and closed with a resolution in WIN’s internal Help Desk ticketing system.

Major Accountabilities

Critical features of this position are listed below and may be revised, updated or reassigned at management’s discretion in accordance with business needs or other factors.

• Serve as first-line support for both onsite and remote users, providing prompt and professional assistance in a secure, compliance-driven environment
• Deliver end-to-end technical support, including installation and troubleshooting of servers, workstations, laptops, and mobile devices
• Perform hardware and software upgrades to maintain optimal system and user performance
• Configure, test, and deploy systems including operating systems and application software
• Administer and maintain enterprise systems such as Active Directory, Microsoft Exchange 2016, VMware, endpoint management solutions, Mitel phone systems, and networked printers
• Collaborate with infrastructure and database administrators, system integration teams, project managers, and both onsite and offshore development teams
• Engage with external IT vendors for procurement and support of hardware, software, communications, and related services
• Diagnose and resolve issues related to networking equipment, business applications, and peripheral devices
• Participate in the planning and implementation of new hardware and software initiatives, including evaluations and recommendations for upgrades and new technologies
• Provide after-hours on-call support and participate in scheduled maintenance outside of standard business hours as needed

Requirements

FORMAL EDUCATION AND PROFESSIONAL EXPERIENCE

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or an Associate degree paired with relevant certifications and equivalent practical experience
• Minimum of 2 years of hands-on experience in IT support, network troubleshooting, and help desk operations
• Proven proficiency in deploying and supporting Windows 10, Microsoft Office Suite, and Windows Server environments (2008, 2012, 2016, 2019)
• Strong background in desktop and network hardware support, along with experience in TCP/IP, DHCP, DNS, Active Directory, DFS, GPOs, VMware, SAN systems, and data security practices

Knowledge, Skills And Abilities

• Strong analytical thinking, with the ability to troubleshoot and resolve issues independently while managing multiple priorities
• Excellent written and verbal communication skills, with the ability to clearly articulate technical information to users of all skill levels
• Professional, positive demeanor with a customer-first mindset and the patience to assist users with varying technical knowledge
• Highly self-motivated and dependable, with a collaborative mindset and the ability to thrive in a fast-paced, evolving IT environment
• Detail-oriented with excellent time management and task ownership from issue identification through resolution