IT Support Engineer (Helpdesk)

Job Description
IT Support Engineer

The Technology Department within IMG is responsible for the 24/7 operations and support of all IT systems within the Academy. The IT Support Engineer plays a critical role by directly supporting all team members, providing timely and quality desktop hardware, software, mobile device troubleshooting. While employing a high degree of customer service, technical expertise and responsiveness. The position requires a phenomenal team player attitude, the ability to work rotating shifts and tenacity to occasionally contribute to urgent issues outside normal work hours.

General responsibilities and duties

  • Monitor Helpdesk for inbound issues

  • Handle immediate need activities such as video conferencing setups, new employees joining and office reconfigurations
  • Ensure all issues are logged and documented in the Helpdesk system
  • Quickly and professionally assess issues and take steps to resolve
  • When resolution is complete, document cause and resolution then close Helpdesk incident
  • Escalate and refer unresolved issues to other team members or Level 2 when appropriate

  • Deal with various vendors (mobile, telecommunications, data etc.) and escalate issues to them directly
  • Deal with remote problems.

Additional responsibilities and duties when necessary

  • Administer Windows user accounts in Active Directory
  • Setup and support mobile devices
  • Setup and support desktop telecommunications terminals (phones, voicemail services and inbound routing)
  • Perform basic server administration (power cycle, troubleshooting connectivity issues)
  • Mange the network connectivity (patch cables, network switch and router infrastructure)

  • Ensure a high degree of information security through password controls, prompt termination and activation of users etc.
  • Support internally developed software suite, including assisting in QA process.

Technical environment within IMG

The IT Support Engineer will need a full working knowledge of the following:

  • Microsoft Windows 10 desktops and laptops
  • Microsoft Office 2016 and 2019 productivity software
  • Microsoft Active Directory, O365, Exchange Online and Windows Server 2016
  • Mobile phone operating systems (iOS)

  • Cisco AnyConnect VPN
  • Voice over IP (VoIP)
  • Various Printers, scanners, some fax

Endeavor is an equal opportunity employer committed to a diverse and inclusive work environment.