IT Support Engineer, G2

• This role requires strong triage skills to accurately assess and escalate complex IT issues as needed
• 3 years of help desk experience supporting a macOS and iOS environment
• Familiar with all of the following SAAS solutions; Bettercloud, G Suite, JAMF, Kandji, Office 365, Okta, and Zoom
• Excellent interpersonal skills; strong written and verbal communication skills
• Ability to think on your feet, multi-task, prioritize, and work under pressure
• Can effectively communicate complex issues to both technical and non-technical individuals
• Ability to be self-governing when needed
• Technical certifications (ex. A+, Network+) - Preferred not required
• Working knowledge of networking, LAN/WAN and WLAN

Desirable

• G2 is looking for a IT Support Engineer role has the primary responsibility for supporting the service desk ticket queue and collaborating with other departments to resolve ongoing technical challenges
• The IT Support Engineer applies advanced troubleshooting and technical expertise to resolve issues efficiently, serves as a technical resource for the team, and provides training on complex technical topics
• Working closely with the IT Service Desk Manager, they help ensure software/licenses are properly managed and the implementation of effective technical solutions
• Facilitates Onboarding and Offboarding for new hires and terms in coordination with the ES and TA Teams
• Works with vendors to coordinate HW repair and resolve escalated user software & configuration issues
• Provides A/V support for conferences rooms and company events
• Participates in various migrations and upgrade projects
• Ensure all license and Hardware Inventory are maintained
• Serves as the face of the IT Service Desk, being the point of contact for fellow G2er technology requests, HW/SW troubleshooting, and issue resolution
• Administers the company mobile device management platform, ensuring that all devices are managed and in compliance with operating; security guidelines and standards
• Performs and coordinates moves, adds, and changes activities for user requests, user access, and end user devices
• Improve efficiency and enhance security by automating common IT actions across SaaS application portfolio
• Provisions all new hardware and user accounts in alignment with Employee Success, Information Security guidelines and standards