Support Engineer

Bridgeview

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Job Reference: 9903

Bridgeview is currently seeking a Support Engineer for one of our clients. If you love building and supporting technology solutions that make businesses successful, then read on for more details.  
 
TITLE: Support Engineer
LOCATION: Fully Remote – Employees are welcome to come to an office to work if needed, and some travel for team meetings will be required.
BENEFITS & PERKS: Medical, Dental & Vision insurance; 4% match on 401K, Life & LTD Insurance, and Employee Perks (more detail below) 
 
OVERVIEW 
Under general direction of the Director of Enterprise Operations, the Support Engineer is Customer-service oriented and proactive in anticipating and resolving problems. They maintain a high degree of customer service for all support queries and adheres to all service management principles. This position provides end user technical support and training, assists with Enterprise systems hardware and software and mobile device selection, installation, configuration, troubleshooting and maintenance, ensures all required documentation is kept current, all support activities are properly logged and tracked in Service-Now. This position is also responsible for a deep understanding of products, services and solutions (including market, trends and strategies) related to the Associations computing environments physical, virtual and cloud infrastructure. Collaborates and engages in activities to assure knowledge development, sharing, leading, and integration within and across the organization as suitable. Experience installing, maintaining and troubleshooting complex software integrations across the Association. Where appropriate, the Support Engineer will drive innovation and continuous improvement to reduce operational costs relating to the Associations computing environments.

HOW YOU WILL MAKE AN IMPACT 

  • User Support – Provide end-user support via phone, e-mail or in person for all information systems hardware, software and telecom devices in order to improve the end user’s productivity.  Review and test deployment updates using System Center Configuration Manager (SCCM). 
  • IT Operations – Recommend and develop IT tools and processes in order to improve and streamline IT procedures. Establish quality assurance testing and application configurations using manual and automated testing tools. Develop, document and publish troubleshooting procedures within the knowledge base.  Identify and track problem patterns and develop proactive solutions.
  • Leads and collaborates with peers in coordinating, responding and implementing responses to IT     infrastructure audit findings.
  • Vendor Engagement – Work with contracted vendors including coordination of on-site visits, scope of work performed, development of maintenance procedures and SOW adherence evaluation.
  • Installation of New Hardware and Software – Install, upgrade, configure, troubleshoot, test and monitor new information systems hardware and software.  Provide Association staff with training and related documentation on new information systems hardware and software.  Document installation and operating procedures.  Lead in research, testing and evaluation of new information systems technologies and making recommendations to management.
  • Asset Administration – Maintain information systems hardware and software inventory as well as software license monitoring utilizing asset management software tools. Determine and administer asset refresh cycles.  Maintain the Associations computing environment with up to date software patches and other updates.
  • Telephone/Mobile Device Administration – Assist with administration of the Association's telephone and voice-mail systems including mobile devices, setup, troubleshooting and coordinating support with outside vendors.
  • Performs other functions that may be assigned.
EXPERIENCE REQUIRED  
  • BA/BS degree, with emphasis on computer science, management information systems or business; or equivalent.
  • At least 5 years of related experience; demonstrated proficiency and utilizing best practices in Enterprise Information Systems.
  • Extensive knowledge of personal computer hardware, mobile devices, and software packages including Microsoft Windows 7/10 operating systems, Microsoft Office suite, databases, e-mail, and other programs including cloud based applications and services. Experience with diagnostic and troubleshooting, including using remote control tools to support remote users. Assist in administration of core business applications.
  • Must be well versed in resolving all common computer problems including viruses, spyware, slow performance, errors, software application installation and configuration, wireless networks and peripheral problems. Analyze root cause problems and execute corrective action. Coordinate with Enterprise Infrastructure staff to resolve technical issues.
  • Experience with Server operating systems, active directory, domain controllers, DNS and DHCP, local-area network and wide-area network communications systems and their components. Internet and intranet technologies, cloud computing and computer security and data protection.
  • Experience with computer Imaging, backup software and asset tracking / Inventory management.
  • Excellent verbal, written, analytical, presentation, and interpersonal skills.
  • Ability to work independently and as a team member under tight deadlines and changing priorities.
  • Ability to assist technically in challenging situations and resolve issues
ABOUT BRIDGEVIEW  
Founded in 2005, BridgeView provides exceptional technology consulting, project augmentation, and placement services that help organizations and technologists achieve their goals. Our ability to evolve with the market and quickly adapt to client environments makes us a unique alternative to the status quo. It’s why we’ve achieved constant growth since the day we opened our doors, attracting well-known companies and expert talent. With a home base in downtown Denver and a team that embodies a work hard, play hard attitude, BridgeView is a personable but professional partner to you. We’ve won awards and we’ve had great success, but nothing is more rewarding than forming genuine connections with business leaders and technologists. 
 
Apply for the above role or sign up for job alerts at https://www.bridgeviewit.com/job-alerts/. 
 
BENEFITS 
  • Medical: Provided by Anthem BCBS 
  • Dental: Provided by Guardian PPO 
  • Vision: Provided by VSP/Guardian PPO 
  • 401K with 4% match that is 100% vested from start  
  • Voluntary Benefits: Accident Insurance, Accidental Death & Dismemberment (AD&D), Short-Term Disability, Life Insurance, Critical Illness 
  • Employee Perks, Personal Discounts: Full access to the Calm app, great discounts through thousands of vendors (Home Depot, AT&T, Target, etc.) 

Courtney.Truesdel

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