IT Support Engineer
Sangoma
Pittsburgh, Pennsylvania
engineer
data
operations
hardware
communication
team
maintenance
software
technical
training
solution
saas
ucaas
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December 5, 2022
Sangoma
Pittsburgh, Pennsylvania
Sangoma s value proposition is audaciously simple, our solution is highly scalable and our level of service reliability is unparalleled. Sangoma offers the only global fully integrated communication and productivity SaaS platform in the market which includes: UCaaS, Collaboration, Video, Contact Center, Virtualization, Access Controls, and Trunking. We are looking for an IT Support Specialist for our office located in Pittsburgh. This position requires that you have the ability to commute to the Pittsburgh office daily in a timely manner. You will be a key member of the IT Operations team reporting to the IT Operations Manager. It is essential that the candidate have an aptitude for "getting things done" and the ability to work well both in a team environment as well as independently.
- Responsible for all aspects of installation, configuration, maintenance, and delivery of all standard end user hardware and software, including Windows and MacOS devices
- Provide frontline customer service in complex/high profile work areas, either remotely or at the end user s location, using troubleshooting and technical skills to resolve complex problems and perform maintenance tasks.
- Coordinate with in-person and remote employees to provision and decommission laptops/desktops/servers, user and service accounts, mailboxes, application access and permissions in our cloud / on-premise hybrid environment.
- Demonstrate the ability to research and resolve employees issues in a timely and accurate manner with minimal guidance.
- Maintain accurate inventory, assign asset tags and maintain asset management data for all end user hardware and peripherals.
- Create and maintain technical documentation related to system configurations, process, procedure, and knowledge base articles
- Work as a key contributor on enterprise-wide IT operations projects
- Provide regular status and progress towards milestones with one s supervisor
- Perform password resets and administer users in an active directory environment.
- Monitor/update ticketing systems and make sure they are addressed in a timely fashion.
- Triage inbound tickets, providing first touch communication, assigning priority, and routing to the correct next-level when needed
- 2 or 4-year degree with 3 years of work experience
- No degree with 2-5 years of relevant work experience
- Ability to multi-task and effectively manage competing demands, interruptions, and distractions
- Ability to communicate effectively/consistently and develop respectable working relationships with other coworkers and service owners
- Ability to constantly adapt to a fast paced, ever changing technology landscape filled with smartphones, virtual desktops, and a wide array of desktop computing hardware/software
- Ability to create training materials for managed platforms using documentation
- Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period
- Matching 401K program
- Flexible Time Off & Company Holidays
- Entrepreneurial work environment partnered with high growth career opportunities
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