Support Engineer USA

Support Engineer – Main Responsibilities

• Provide full-time technical support for long-term projects, Monday through Friday.

• Execute IMAC activities (Install, Move, Add, and Change) for IT hardware and software assets.

• Work within ITIL and Agile environments, ensuring compliance with SLAs and ticket management processes.

• Deploy and manage software packages using Microsoft SCCM.

• Perform manual software installations, upgrades, troubleshooting, and issue resolution.

• Prioritize and manage multiple support requests in a fast-paced environment.

• Provide technical support for laptops, printers, mobile devices, and related peripherals.

• Troubleshoot and support network connectivity issues, including LAN, Wi-Fi, and VPN environments.

• Manage, configure, and support email accounts and messaging services.

• Maintain accurate documentation of incidents, service requests, and technical procedures.

• Collaborate with internal teams and end users to ensure efficient resolution of technical issues and high customer satisfaction.

Requirements

Experienced Support Engineer with expertise in end-user support, IMAC services, software deployment using SCCM, network troubleshooting, and mobile device management. Skilled in ITIL-based service delivery, ticketing systems, SLA compliance, and technical problem resolution. Proven ability to support enterprise environments while managing multiple priorities and delivering excellent customer service.