Dedicated IT

Support Engineer

• Resolve client issues through support tickets while meeting SLA requirements
• Collaborate with clients, Service Delivery Manager, and Team Lead to ensure exceptional service
• Handle basic to complex issues requested by end users
• Document detailed notes, track time accurately, and update technical documentation
• Manage email tickets and escalate to Escalation Engineer when needed
• Mentor teammates and train users on supported software and hardware
• Identify and communicate potential major incidents to the Team Lead
• Troubleshoot and create workarounds when standard procedures do not apply
• Assist with software installations and vendor management
• Maintain timely case follow-up and keep clients updated
• Collaborate on client projects with the fCIO and POD teammates
• Provide support through calls, chat, and email using ConnectWise

IT Support Technician II