IT Support Engineer
IT Support Engineer
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1Year
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The IT Support Engineer is a key member of the team responsible for ensuring the smooth operation of IT systems networks telephony and data-related services. This role provides technical support to both internal staff and clients resolving issues efficiently while delivering excellent customer service. The IT Support Engineer will leverage ticketing platforms and monitoring dashboards to manage requests track progress and ensure timely resolution. They will collaborate with teammates to expand their technical knowledge share best practices and contribute to a culture of continuous learning.
The ideal candidate will strive to resolve issues quickly escalate when necessary and proactively seek training opportunities to strengthen technical expertise. They will also contribute to knowledge sharing by facilitating one-on-one or group training sessions when they identify common challenges or solutions.
Essential Knowledge Skills and Competencies
To successfully perform in this role an individual must consistently demonstrate the following:
Purpose Driven
Ability to diagnose issues based on gathered information from clients.
Communicate attentively and patiently with clients and peers.
Build strong trust-based relationships with staff customers and vendor partners.
Personalized Support
Develop an in-depth understanding of client infrastructure processes and communication styles.
Keep users informed of progress updates and resolutions in alignment with SLA standards.
Maintain accurate documentation in client systems according to established procedures.
Tenacious Execution
Respect time by efficiently troubleshooting and escalating issues when needed.
Self-motivated and capable of prioritizing multiple issues at once.
Actively pursue professional development through training and knowledge sharing.
Thrive in a fast-paced deadline-driven environment with a solutions-oriented mindset.
Embrace challenges and view setbacks as opportunities for growth.
Requirements
Requirements
The IT Support Engineer is expected to diagnose and resolve issues across a wide range of technologies including:
Familiarity with network architecture protocols and standards.
Knowledge of LAN/WAN environments.
Understanding of network security protocols and procedures.
Experience with VoIP solutions SIP hosting and trunking (Adtran EdgeMarc Netsapiens) is a plus.
Troubleshooting of hardware software operating systems and end-user devices.
Benefits
Benefits
Paid Leaves & Birthday Off: Take time when you need it and convert unused leave into cash! Plus enjoy an extra day off on your birthday.
Comprehensive Health Insurance: Coverage starts from day one and extends to one dependent.
Performance-Based Salary Increase: Enjoy a raise after regularization
Annual Salary Adjustments: We recognize long-term commitment with yearly salary increases.
Employee Recognition: Be rewarded for your hard work with incentives and recognition.
Engaging Team Activities: Join in on Family Days Summer Splash and other fun events that strengthen the iReply
Open for Full-Time and Part-Time opportunity
Familiarity of network architecture, protocols, and standards. Familiarity of LAN/WAN environments Understanding of Network Security protocols and procedures SIP Hosted and Trunking Solutions (Adtran, EdgeMarc, and Netsapiens) Purpose Driven Ability to diagnose issues based on gathered information from clients. Demonstrate and communicate attentively and patiently with clients and peers. Embody the client s brand by building productive relationships built on trust, patience and results with internal staff, customers, and vendor partners. Personalized Support Be part of developing an in-depth knowledge base for our client s technical infrastructure, culture, and communication preferences. Keep customers frequently updated and informed of progress, changes and solutions in a timely and effective manner that exceeds expectations and is in alignment with our internal SLA standards. Maintain client specific documentation in client s systems according to standards and specifications. Tenacious Execution Respect the client s time and that of your team by efficiently exploring solutions and escalating when appropriate. Self-motivated to solve the issue and can act independently to prioritize and manage multiple client issues at a time. Willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning from teammates. Flourish in a fast-paced, deadline driven environment with teammates who are results oriented and fast thinkers. Seek to overcome challenges and accept failure as an opportunity for improvement.
Education
Any Computer Related Courses
Employment Type
Full Time
