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IT SUPPORT ENGINEER

GROW WITH US

Do you enjoy resolving complex technical problems? Or planning a technical project in a fast-paced, growing environment? Engineer technical solutions from our Lancaster, PA office and clients’ sites. Design, build, configure, and install hardware, software, and network connectivity for both our customers as well as ONE 2 ONE. Candidates will possess a strong understanding of a managed service provider environment. Consultation experience and excellent communication skills are required to make recommendations and resolve complex client issues.

EXPECTATIONS

Job Expectations:

  • Utilize the service ticket system to log all requests, activities, and labor
  • Professionally communicate with customers and internal staff
  • Troubleshoot/resolve issues escalated by the Support team
  • Analyze and resolve server and network hardware and software problems 
  • Aid clients with intermediate or advanced use of common applications and operating systems 
  • Escalate problems to the appropriate engineering disciplines within the organization or vendors to achieve issue resolution
  • Develop/modify client-centric operating procedure and other documentation as new services are developed and deployed
  • Deploy, troubleshoot, and repair hardware and software on site and at ONE 2 ONE facilities
  • Travel locally (approximately 25-75% of time) to client sites to perform various IT-related tasks, projects, or engineering requests
  • Participate in an on-call rotation to provide support in accordance with contracted Service Level Agreements
  • Develop, engineer and/or implement technical solutions to resolve clients’ business challenges 
  • Plan, design, and develop server and server-based applications in local area networks (LANs) and wide area networks (WANs)

CORE COMPETENCIES

Core Competencies: 

  • 4-6 years related IT direct customer support experience (or similar IT experience)
  • 4-6 years troubleshooting connectivity on desktop PCs, Macs, and Windows Servers via remote applications
  • Strong Active Directory administration skills 
  • Experience in user administration in MS Exchange
  • Experience with the development or troubleshooting of Group Policy Objects 
  • Advanced competency deploying and supporting the Microsoft Operating Systems 
  • Advanced competency with the Microsoft Office suite of products
  • Advanced understanding of TCP/IP, routing, switching, subnetting, etc.
  • Advanced knowledge and experience configuring and troubleshooting SMB firewalls and Enterprise networking equipment (routers, switches, wireless access points)
WHY WORK WITH US?