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System Support Engineer

Company: Kelly IT
Location: Norman
Posted on: February 16, 2020

Job Description:

System Support Engineer Location: Norman, OK Duration: Direct HireThe Systems Support Engineer will be responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the Analyst ensures all incidents are analyzed, resolved, and reported back within the promised timeframes.Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ? Troubleshoot and resolve IT issues via phone, web, and in-person channels ensuring courteous, timely, and effective resolution of end user issues ? Take ownership of day-to-day tasks and ensure all incidents are resolved against SLAs ? Report on health of the help desk and support using uptime and ticket-related performance metrics ? Partner with IT and business personnel to discuss the impact of incidents on products and services ? Track and report all open and closed incidents to management ? Develop business support standards, processes and procedures, and guidelines for incident management ? Evaluate trade-offs between issues using value, impact, and risk criteria ? Proactively learn and train other staff members on new product and service technologies ? Champion internal channels to proactively offer advice and help to peers in solving complex issues ? Provide advanced level support for workstations, laptops, printers, peripherals, and other computer-related devices ? Coordinate with level-3 support and business application departments, assisting the System Administrators to ensure systems availability ? Ability to provide hands-on support for the Desktop/LAN environment ? Participate in monitoring and maintaining system key process improvements ? Manage user account and the Active Directory database and integrity ? Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software ? Participate in moves, adds, and changes as they relate to the technology environment ? Maintain and manage loaner policies for computer, peripherals, and presentation equipment ? Image and deploy standard managed computers ? Assist in maintaining a systematic record of IT assets as well as developing a defined program for sustaining and tracking IT assets through their lifecycle ? Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions. ? Install, configure, and upgrade computer hardware and software ? Maintain documentation such as knowledge base articles or FAQs ? Inspect the ticketing system for trends to help drive improvements to the help desk as well as IT products ? Assist in the administration of e-mail systems and other IT solutions (VDI, Cloud, etc.) ? Participates in special projects as requiredCompetencies Strong customer service skills Ability to effectively prioritize and resolve issues Excellent written and verbal communication skills Excellent analytical and problem-solving skills Apply judgment and tailor solutions to suite end-user expectations Effective prioritization and project management skills Ability to adapt in unique end-user situations Intellectual curiosity with clear and logical way of approaching tasks Ability to multitask and synthesize information from multiple sources Able and willing to collaborate in a team Ability to follow processes Good time management skills Excellent under high-stress and exhibits poise and focus Demonstrates a positive customer service attitude Experience with incident troubleshooting and escalation Understand emerging technology and end-user needs Extensive knowledge of and experience with PCs, hardware/software, and operating systems Considerable knowledge of and experience supporting Microsoft Office products including Access, PowerPoint, Word, Excel, and Outlook (Microsoft Exchange and O365) Understands and interprets KPIs, SLAs and other IT Service performance metrics Maintains current knowledge of relevant technologies as assigned Knowledge of and experience using and administering telephony systems Installing, configuring and supporting network equipment including routers, proxy servers, switches, WAN accelerators, DNS and DHCP Configuring firewalls, routing and switching to maximize network efficiency and security Investigating faults in the network Installing, configuring and supporting network equipment including routers, proxy servers, switches, WAN accelerators, DNS and DHCP Supervisory Responsibility This position has some supervisory responsibilities.Qualifications Required Education College diploma or university degree, preferably in: Computer science Computer software/computer systems engineering Computer systems and networks Electrical/electronic engineering Network security management CompTIA A+, ITILv3 Foundation Required Experience Extensive knowledge of Microsoft Windows OS, PC Hardware and Networking Some experience with Apple products and Mac OS Extensive Hands-on hardware and software troubleshooting experience Familiarity with ITILv3 or related service delivery frameworks (Incident, Problem, Change, Release, etc.) Knowledge of and experience using an ITSM tool (i.e. Spiceworks, ServiceNow, Remedy) Strong interpersonal and communication skills. Able to present technical ideas in professional and user-friendly language. Why Kelly -- ?With Kelly, you'll have direct connections to leading IT organizations in the best companies around the globe-offering you the chance to work on some of today's most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 90 of the Fortune 100--- companies companies and found opportunities for more than 8,600 IT professionals last year. Let us help advance your career today.About Kelly -- At Kelly, we're always thinking about what's next and advising job seekers on new ways of working to reach their full potential. In fact, we're a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world. Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law. - provided by Dice

Keywords: Kelly IT, Norman , System Support Engineer, Other , Norman, Oklahoma

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