Job Description: IT Technical Support EngineerClient is looking for an IT Technical Support Engineer to be part of the Corporate IT team in the USA. You will work in an exciting and extremely fast/paced environment. You should have strong written and verbal communication, solid hardware/software troubleshooting skills for common desktop/laptop issues, IT infrastructure, and a customer-focused mentality. Our overall goal is to provide a world-class customer support experience that is hyper-focused on efficiency. Key responsibilities: Front-line support for Tier 1,2 and 3 requestsTicket triage and acts as a single point of contact for customers on escalations to the appropriate level Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines Remotely resolving incidents within their capability and implementing known solutions to known issuesResponsible for working with other support specialists to coordinate and quickly resolve customer issues; Providing regular updates to customers as efforts for resolution progress Responsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levels Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing tools Monitors incident status and escalates cases that are not resolved in a specific time frameOther duties as assigned by managementIdeal candidates should have: Relevant work experience 2+ years in technical support or a similar technical environmentHigh level of understanding and experience with information technologyAbility to communicate effectively with all levels of employees/managementMust have a high technical aptitude, be highly motivated, and be ready for a challengeStrong communication, documentation, and analytical skillsThe ability to handle stressful situations and tight deadlines in a fast-paced environmentExcellent English language verbal and written communication skills.High level of Windows and MacOS knowledge– laptop imaging and configuration, hardware and software issues troubleshooting skills.Active directory and PowerShell knowledgeOkta, ServiceNow, Slack, Office365, Gsuite administrationIntune, JAMF, Druva administrationBasic networking knowledgeIt's good to have: General knowledge of remote support technologies and strategiesKnowledge of service management tools for tracking ticketKnowledge of virtualization technologiesJira and Confluence administrationCompTIA Network+, MCSA, CCNA Routing & Switching