IT Site Support Engineer
On-siteAsheville, North Carolina, United States
Job Summary
Provide resolutions for corporate applications, hardware, and business group applications by handling incident and service request queues. Deliver Level 2/3 support for PCs, printers, scanners, and phones, including PC/laptop imaging, configuration, and break/fix tasks. Diagnose and resolve issues related to network connectivity, Active Directory, security incidents, and physical equipment in data centers. Build and update knowledge base articles while tracking ticket metrics to improve efficiency. Collaborate with vendors to prepare statements of work and guide onsite activities, partnering with functional teams to ensure quick resolution. Lead medium-sized initiatives impacting 50–100 customers with minimal supervision. Requires 4+ years in desktop support and strong root-cause analysis skills.
Required Qualifications
- 4+ in desktop support or a related technical role
- Good understanding of client/server networks, protocols, common internet services, and Active Directory
- Solid knowledge of the OSI model and ability to perform root-cause analysis
- Ability to diagnose and resolve hardware and software issues for corporate infrastructure
- Experience with ticketing systems and incident/request management
Desired Qualifications
- Excellent written and verbal communication skills; able to effectively engage with global customers
- Demonstrated experience in customer service and collaborator coordination
- Ability to handle critical situations independently and with professionalism
- Strong teamwork skills and willingness to serve as a go-to resource for peers
- Experience collaborating with global teams across multiple time zones
- Familiarity with IT operations and service delivery standard processes
- Certification from a major IT vendor (desktop-related platform or technology) is preferred
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