Sr. IT Service Engineer

Job Description

This IT Service Engineer is responsible for second tier support for internal employees for PC hardware, software, mobile devices, network services, and any other IT Infrastructure related technical issues that may arise. Candidate will be responsible for providing expert technical user and POS system support to internal clients across all sites that includes Corporate Offices, Sales Officer, Distributions centers and branches. This role will partner with a multitude of internal teams to successfully deliver and execute. Candidates will need excellent communication skills, both written and verbal, be able to manage competing priorities, provide sound and logical planning of activities as well as be a team player. The ideal candidate will have a substantial technological background with solid customer service skills.

This is a hybrid position located in Newark, CA.

Job responsibilities for the IT Service Engineer include, but are not limited to:

• Support existing Warehouse and corporate PC systems. This role will be front-end for internal customers.

• Manage escalations, interface with customer and perform initial triage for L2

• Aiding with the implementation of new Branch systems.

• Working with vendors/ISPs and IT team members to resolve problems.

• Installing new software programs and patching existing systems.

• Configuring and troubleshooting network printers.

• Providing documentation of support related issues and systems.

• Configure, deploy, and maintain PC equipment and mobile technology; computers to be serviced will be comprised of laptops and desktops.

• Provide support over the phone or email or in person to all employees. Support requests must be carefully documented in the help desk ticketing system.

• Communicate status of work to IT Manager so that management is aware of completed and unresolved issues which allows proactive approach to resolutions.

• Assist in the keeping of all assets maintained by IT.

• Support Integration of customer products. Complete the configuration of customer products paying close attention to schedule and quality control.

• Provide daily/weekly status reports in multiple formats and multiple mediums (Verbal, Written) at a high level

• Must be Customer Service focused and understand relationship building.

• Speak clearly, concisely and effectively; listen to, and understand, information and ideas as presented verbally.

Requirements

• A solid understanding of Computer Hardware and Software

• 5-10 years working in a fast-paced technical support role

• Excellent working knowledge of Microsoft Windows Operating Systems and Active Directory.

• 5+ years supporting desktop business software such as Microsoft Office, Internet Explorer, Google Chrome, and Outlook.

• Working knowledge of network/TCPIP communications. Ability to troubleshoot.

• Working knowledge of troubleshooting Macs.

• Working knowledge with MDM tools like Airwatch.

• Should have worked with Antivirus tools like TrendMicro and CrowdStrike.

• VPN Technologies. Ability to configure and troubleshoot.

• Desirable experience with Zebra handheld devices like TC77x and RF Guns like TC8000, to include but not limited to configuration, remote management and troubleshooting, pushing images through SOTI to devices, upgrade of devices.

• Formal education in an IT related discipline is desired.

• Strong communications skills (verbal and written).

• Ability to work in both team environments and as an individual contributor.

• Preferred knowledge of Solarwinds, Automox, OKTA, and SOTI.

In addition, the candidate must:

• Demonstrate strong and effective communication and customer service skills.

• Work independently or as a member of a highly skilled technical team.

• Possess strong acumen for analyzing complex computer/network related problems.

• Demonstrate an energetic "can-do" attitude, with an ability to bring issues to completion.

This is a full-time, 40-hour per week position. Some travel (20%) should be expected and is required.

Candidate must possess the ability to lift and transport computer equipment (up to 30 lbs.)

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Compensation Range

66,000.00 USD PER YEAR - 77,000.00 USD PER YEAR

Benefits Information

https://jobs.advanceautoparts.com/us/en/benefits

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