IT Support Engineer (1st/2nd line)
- Be the First Responder: Serve as the primary point of contact for all incoming IT support requests via our ticketing system, email, chat channels, or walk-ups, for all our employees.
- Triage & Troubleshoot: Diagnose and resolve hardware, software, and basic network issues. Know when to fix it on the spot and when to escalate complex issues to the Tier 2/System Administration team.
- Manage the User Lifecycle: Execute onboarding and offboarding processes. Create accounts in Active Directory/Google Workspace/MFA, configure workstations, and set up secure access.
- Deploy & Maintain Hardware: Prepare, image, and deploy both Windows and Apple-based devices. Help procure and maintain office tech, including monitors, docking stations, conference room AV equipment, office cable management.
- Support Equipment Procurement: Help with local hardware/software vendor communication, coordination and procurement.
- Office Access: Maintain and support our office access systems used by employees and visitors.
- Server Room: Help maintain our local and relatively basic server room, including the systems which reside there.
- Educate, Document & Automate: Write clear, simple "How-To" guides for our internal knowledge base to help users solve common problems on their own. Support the automation process for recurring tasks.
