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About the Role
As an IT Engineer at ReliaQuest, you will be a key part of end-user support and customer service. This role offers exposure to IT Infrastructure including Systems, Networking, Unified Communications, and Internal Security, while developing skills in troubleshooting, ticket tracking, vendor management, and A/V deployment. You will collaborate with talented individuals and have opportunities for career growth and specialization.
Responsibilities
- Provide a smooth and seamless technology experience for new employees in onboarding.
- Function as the first line of support for requests and issues from internal employees.
- Respond to queries from a variety of sources, including phone calls, direct messages, walk-ups, and Jira tickets.
- Log, prioritize, and respond to queries based on urgency, needs of business, and affected priority groups.
- Evaluate, isolate, and resolve technical issues via systematic troubleshooting.
- Install, modify, and repair computer hardware and software.
- Assist and educate customers through the problem-solving process.
- Follow up with customers to ensure issues have been resolved.
- Maintain accurate asset and peripheral inventory.
- Maintain and troubleshoot Microsoft Teams conference rooms, and a variety of audio/video deployments.
- Securely configure and deploy computer hardware for trade shows, demo environments, internal events, and other ad hoc settings.
- Assist with device management in a primarily macOS environment.
- Contribute technical writing to a rapidly growing and changing knowledge base.
- Identify and develop ongoing infrastructure projects to improve workflow and process management.
Requirements
- 1-3 years of experience of Mac and/or Windows troubleshooting and configuration.
- Experience and skill related to customer service.
- Basic understanding of Networking concepts (TCP, UDP).
- Experience resolving hardware and software issues, including user environment and educational opportunities.
- Comfortable navigating command line interfaces.
- Ability to demonstrate good attitude, energy, and effort.
- Be Accountable, Focused, Adaptable, and Helpful.
Skills
- Mac troubleshooting
- Windows troubleshooting
- Customer service
- Networking concepts (TCP, UDP)
- Hardware issue resolution
- Software issue resolution
- Command line interfaces
- Active Directory management
- Microsoft 365 management
- Remote device management
- Written communication
- Verbal communication
Location
- Remote
Work Type
- Full-time
Experience Level
- 1-3 years
Education Level
- Bachelor’s Degree preferably in a field related to Information Technology
About the Company
- ReliaQuest is a rapidly growing cybersecurity company.