It Support Engineer

About the role

Our full-service business model emphasizes the provision of technology solutions to empower our staff and fabricator network, granting them a competitive edge in their respective markets. To further bolster our team and maintain AWS's position as a technology leader, we seek a customer-centric IT Support Engineer. This role will play a central role in assisting our business and internal users with daily IT technical inquiries, network administration, hardware/software installation, and technology utilization.

• Being the first point of contact to provide  IT support, administration, and training for AWS users, covering areas supported by the IT Services team.
• Ensure the prompt triage, prioritization, and resolution of IT issues to support the smooth flow of day-to-day activities within national AWS operations.
• Respond to and resolve end-user computing (EUC) related issues through our Jira IT Service Desk ticketing system, emails, and phone calls.
• Provide Level 1 and Level 2 support for all hardware, software, and network-related issues across all AWS sites (on-site and remote), in accordance with defined SLAs.
• Assist internal IT services and MSP teams with server and network-related activities, such as managing VMware and Hyper-V virtual servers, Veeam backup management, and IT security tools (Sentinel One, Mimecast and PRTG, etc).
• Investigate and escalate complex IT problems to Tier 3 support teams.
• Manage and support the Microsoft Windows server environment, including Active Directory, Security Groups, file sharing, and on-premises Exchange servers.
• Assist in the administration and monitoring of Active Directory, MS Exchange, DNS, DHCP, Windows file and print services, antivirus, and backup servers.
• Assisting the MSP in managing and monitoring AWS's core network (wired and wireless) and network devices, including Ubiquiti routers, switches, access points, and more.
• Administer and support the Microsoft 365 user environment and cloud-based platforms, including 365 Admin Center, Intune, Azure, and SharePoint, etc.
• Provision new user accounts, image and deploy OS for desktops and laptops, and liaise with third-party hardware and software vendors for license and subscription management.
• Manage and control all AWS IT assets using appropriate inventory and auditing tools (Microsoft AD, Lansweeper, etc.)
• Ensure the upkeep of network printers, scanners, and other devices on the AWS wired and wireless network.
• Keep all servers and EUCs up to date with Windows updates.
• Document IT-related processes and procedures, such as incident responses and end-user guides.
• Deliver and maintain cutting-edge technology solutions.
• Develop and deliver online and face-to-face training modules when required.
• Provide support to other team members, fabricator services, and national AWS working groups as requested.

About you

We are seeking a customer-centric individual with an IT or computer science background who is organized, eager to learn, and an adept problem solver. To excel in this role, you should have the following qualifications:

• A degree in computer science or equivalent, or relevant experience, including Microsoft Certifications (or a willingness to obtain certifications to advance your skills).
• More than 3 years of experience in Microsoft Windows desktop and server Level 1 and 2 support, both on-site and remotely.
• Excellent knowledge of Microsoft 365 products and platforms.
• Thorough understanding of Microsoft Server 2012 and above, VMware, Hyper-V, FileZilla, Veeam, MS Exchange, Mimecast, Sentinel One, VeloCloud, Ubiquiti Unify products, and platforms.
• Ability to organize, prioritize, and follow up on issues to ensure timely resolution in alignment with SLAs.
• Strong team player who can produce exemplary results when working independently on projects.
• Detail-oriented and possesses strong problem-solving capabilities while handling multiple concurrent tasks and adapting to changing priorities.
• Demonstrates initiative and the ability to respond to time-sensitive situations, along with discretion and good client interaction.
• Excellent verbal and written communication skills.
• Exceptional customer service and phone etiquette skills.
• Ability to develop and maintain professional relationships with members of the AWS network, AWS operations, and external IT companies.
• Experience with cloud-based technology or services such as MS Azure, SharePoint, and Intune is desirable.
• Experience with JIRA Service Desk/Confluence Administration is also desirable.