IT Client Support Engineer

Ingram Barge Company has an opening for aSenior IT Client Support Engineer in Nashville TN. Were looking for a candidate who excels at delivering high-quality technical support guiding and mentoring team members and driving continuous improvement in IT service delivery. This role requires strong problem-solving skills excellent communication and the ability to manage multiple priorities in a dynamic environment.

What You Will Be Doing:

• Answering inbound calls from users to assist with technical issues 
• Using a ticketing system to resolve user issues and service requests
• Working service requests in our queue and assisting with fulfilling the users requests
• Assigning user requests to the correct group for resolution
• Creating and maintaining documentation for all systems serviced by the Solution Center
• Installing and supporting audio/visual equipment for conference rooms
• Assisting in identification of outages to engage proper support in a timely manner
• Helping with identifying issues that arise with technicians at Level 1 Managed Service Provider: logging troubleshooting procedure etc. and reporting these issues to the MSP management
• Supporting department activities with regular and prompt attendance
• Resolving problems with differing levels of complexity while using a problem management database and help desk systems
• Managing and coordinating projects involving the help desk
• Mentoring other associates and intermediate level solution center technicians while maintaining a positive team environment and advocating for the team 
• Identifying areas for training for the team
• Building business relationships across the business to fortify partnerships
• Modeling the Ingram Way
• Leveraging technical competencies such as scripting to innovate and improve processes

Organizational Competencies:

• Customer service skills
• Project coordination
• Process designer
• Documentation

Professional/Technical Competencies:

• Active Directory
• Azure
• Domain Controllers
• DNS DHCP RDS
• Exchange Online
• Thorough knowledge of SCCM involving endpoint management
• Intune
• PowerShell
• Windows Registry
• VMs Hyper-V asset lifecycle management cost controls and contract tracking

Qualifications :

Knowledge Skills and Abilities:

• Associates degree required; bachelors degree preferred (degree requirement may be waived with significant demonstrable experience)
• 23 years of experience in a technical support or client services role
• Preferred certifications: A Network Microsoft Azure
• Customer service skills
• Advanced troubleshooting knowledge in a server/client Microsoft environment
• Collaboration with internal team and across other departments; relationship building
• Diplomat of the Solution Center
• Solid networking knowledge
• Familiarity with IP telephony
• Proficient usage of office applications such as Microsoft Office Adobe
• Advanced knowledge of Active Directory experience with Azure AD user creation DCs
• Advanced troubleshooting abilities for browser
• Familiarity with Apple and Android mobile devices.
• Must be comfortable communicating with users at their technical level.
• Experience troubleshooting/supporting Outlook in an exchange environment and cloud
• Must be able to adapt quickly in a fast-paced environment and juggle multiple priorities.
• Detail oriented; good writing skills for documentation purposes

Additional Information :

Working Environment & Conditions:

• Ability to lift up to 75lbs on a regular basis
• Travel periodically to support remote offices
• Overtime is required on occasion to complete tasks
• On-call or after hours support required by rotation basis

All your information will be kept confidential according to EEO guidelines.

• A competitive compensation package
• Comprehensive benefits including Medical/Prescription Drug plans HSA Vision Dental and Health Care FSA.
• Generous paid time off benefits
• 401K match upon first day of hire
• Life and AD&D Employee Assistant programs Group Legal & more
• Associate growth and development encouraged through internal training and tuition reimbursement program

If you are requesting reasonable accommodation or disability assistance in submitting your application you may email us at

Ingram Marine Group and its affiliates (Company) is an Affirmative Action/Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age work related mental or physical disability veteran status sexual orientation gender identity or genetic information. 

EEO/AA Employer/Vet/Disabled

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