Platform Engineer - Support

Essential Job Functions:

• Provide technical assistance and support for reported issues related to computer systems, software, and hardware on a timely basis to meet department SLAs
• Use all means possible to assist users including by phone, via email, in-person, or using remote support tools.
• Resolve issues related to desktops, laptops, virtual machines, smartphones, scanners, printers, and other peripherals used by employees.
• Install operating systems, applications, hardware drivers, and customize system settings following department standards.
• Analyze problems using troubleshooting skills and diagnostic tools to locate root cause of the problem and provide a permanent solution to the issue to prevent reoccurrence.
• Documents issue resolution to department knowledge base to reference in future incidents and contributes to the creation of self-help articles for employee access.
• Provide timely updates of all activity for assigned incidents including user contact attempts, and issue resolution details within incident management system; escalating incidents to other support teams where necessary.
• Participates in department or firmwide projects as instructed by IT Department management
• Contributes to departmental productivity and development objectives by participating in training programs and team meetings.
• Interfaces with employees, supervisors, directors, and C-level executives employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner.
• Maintains excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Participates in schedule as assigned to provide coverage.

Knowledge, Education and Skills Required:

• Associates Degree in Computer Science or similar preferred.
• A+, Network+, Microsoft, VMWare certifications preferred, but not required.
• Minimum 2+ years of technical support experience.
• Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities.
• Possess strong abilities in organizing, prioritizing and multitasking
• Expected to be a team player who shares knowledge for collective growth.
• Able to communicate technical terms to non-technical stakeholders.
• Must have strong interpersonal, communication (written and oral), and customer service skills.
• Pays close attention to detail, displays flexibility, works independently and a demonstrated self-direction/self-starter.
• Display resourcefulness when solutions are not evident and takes initiative to address problems independently.
• Ability to manage multiple high priority initiatives in a fast paced highly technical environment
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Technical Experience Required:

• Strong knowledge of Microsoft Windows desktop operating systems.
• Strong diagnostic/ troubleshooting skills, must have an innate curiosity and interest in IT.
• Strong knowledge of the Microsoft Office suite.
• Working knowledge of TCP/IP protocol stack, and Wi-Fi.
• Working knowledge of DNS, and DHCP.
• Working knowledge of supporting pc s in a domain environment.
• Working knowledge of Office 365 cloud application suite
• Working knowledge of desktop imaging, application deployment, and hard drive encryption
• Working knowledge of active directory, domains and group policies.