IT Support Engineer

About Vertex:

Vertex is a U.S. headquartered IT services company, with offices in the U.S., and India, serving customers in U.S., Europe, and Asia. We are seeking an experienced IT Support Engineer to augment our existing Systems Administration team.

Role Summary:

• You will be part of Vertexs SysAdmin team and will provide first-line technical support to a premier customer of Vertex based in Massachusetts, and to Vertex employees in the U.S. and India.

• You will troubleshoot and resolve a wide range of IT issues with hardware, software, and network.

• You will ensure seamless delivery of services, adhering to Service Level Agreements (SLA) established.

• You will be an integral part of Vertexs SysAdmin team, primarily focused on delivering Level 1 and some Level 2 support.

Responsibilities:

• User Support:
  • Provide prompt and efficient technical support to users via Teams, Slack, Phone, Email.
  • Troubleshoot and resolve common IT issues, such as password resets, software installation, and hardware malfunctions.
  • Assist with account provisioning, de-provisioning, and access management.
• Device Management:
  • Configure and deploy devices for new hires and existing users.
  • Troubleshoot hardware and software issues related to devices.
  • Manage the lifecycle of IT assets, including laptops, tablets, and mobile devices.
• Email and Collaboration Tools:
  • Provide support for Microsoft Office 365, including Email, OneDrive, and Teams.
  • Troubleshoot email-related issues, such as account configuration, spam, and delivery.
  • Assist with the administration of user groups and distribution lists.
• IT Service Management:
  • Leverage Jira IT service management platform to track and manage issues.
  • Document troubleshooting steps and resolutions for future reference.
  • Adhere to established IT policies and procedures.
• Security and Compliance:
  • Assist with multi-factor authentication and other security measures.
• Other:
  • Monitor Jira to triage, prioritize and assign tickets as they arrive.

This position is ideal for candidates who have a passion for ensuring IT systems run smoothly and securely and ensuring customer satisfaction.

Required Qualifications:

• 5+ years of experience in IT support.
• Hands on experience with troubleshooting and resolving IT issues.
• Experience with remote support tools such as TeamViewer, AnyDesk, Quick Assist.
• Expertise in Windows and Mac OS.
• Proficiency in Microsoft Office 365 suite (Outlook, Word, Excel, PowerPoint, Teams, OneDrive).
• Experience engaging with end users.
• Experience in maintaining documentation Knowledge Base, FAQs, User Guides etc.
• Excellent problem solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Ability to work under pressure and work on multiple tasks concurrently.
• Flexibility to work in a 24/7 environment.