IT Support Engineer

Job Description The Role The Technology Department is responsible for the 24/7 operation and support of all IT systems within the company. The IT Support Engineer plays a critical role by directly supporting all team members, providing timely and quality desktop hardware, software and mobile device troubleshooting, employing a high degree of customer service, technical expertise and responsiveness. This position requires a strong work ethic and the ability to work well under pressure while prioritizing multiple requests. This support engineer is part of a global team with a vested interest in providing excellent support with an ever-present customer service mentality. General responsibilities and duties

• Monitor Helpdesk system for inbound issues
• Handle immediate need activities such as video conferencing setups, new employees joining and office reconfigurations
• Ensure all issues are logged and documented in the Helpdesk system
• Assess issues quickly and professionally, and take steps to resolve
• When resolution is complete, document cause and resolution then close Helpdesk incident
• Escalate and refer unresolved issues to other team members, Level 2, or external vendors when appropriate
• Maintain a flexible approach to work schedule with early starts and late finishes (for example, 8am - 4pm, 9am - 5pm, 10am - 6pm) as rotating patterns, subject to business requirements
• Adherence to and enforcement of all information security protocols
• Must also have the flexibility to travel to other sites when required

Additional responsibilities and duties when necessary

• Administer Windows user accounts in Active Directory
• Set up and support mobile devices
• Set up and support desktop telecommunications terminals (phones, voicemail services and inbound routing)
• Perform basic server administration (power cycle, troubleshooting connectivity issues)
• Manage the network connectivity (patch cables, switch and router infrastructure)
• Ensure a high degree of information security through password controls, prompt termination and activation of users etc
• Support internally developed software suite, including assisting in QA process
• Manage and maintain Anti-Virus Endpoint Estate

Person Specification The ideal candidate will possess a phenomenal team player attitude, the ability to work rotating shifts and tenacity to occasionally contribute to urgent issues outside normal work hours. They will be unflappable and flexible, understanding the importance of excellent service and absolute discretion. The ideal candidate will have a working knowledge and understanding of:

• Microsoft Windows 7, Windows 10 desktops and laptops
• Microsoft Office 2010, 2013 and 2016 productivity software
• Microsoft Active Directory, Exchange Server and Windows Server
• Mobile phone devices (iOS, Android)
• Cisco AnyConnect VPN Configuration and Administration
• Mac OSX installation and configuration as well as Office for Mac
• Enterprise experience in deploying, managing and supporting macOS and iOS platforms
• Nice to have: administration of macOS within JAMF Pro including mass deployment of software, configuration and modular imaging
• VPP, DEP, MDM and APNS technologies
• Ability to triage all Apple ecosystem hardware

Endeavor is an equal opportunity employer committed to a diverse and inclusive work environment.