IT Support Engineer

Position Title: IT Support Engineer

Position Reports to: Controller

Employee Categories: Full time Year Round

FLSA Category: Exempt, Benefit-eligible

The IT Support Engineer must have an excellent understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology. S/he must possess superior technical aptitude, written and oral communications skills and the ability to deal effectively with people in a wide variety of situations. Additionally, s/he must possess strong analytical skills with demonstrated problem solving ability.

The IT Support Engineer will work closely with the Club's IT Company, Coretelligent, which is based out of Westwood, MA. The Club utilizes their services for 24-hour monitoring and projects as needed related to networking, IT infrastructure and cyber security.

Primary Responsibilities:

• Primary administrator and engineer for internal IT Ticketing Software (Brightly Software).
  • Serve as an IT lead for the employees, be aware of their needs, assess trends, and make both proactive and reactive recommendations and changes.
  • Communicate with employees, member and vendors to resolve technical issues and close tickets.
  • Utilize very strong knowledge of Windows and Mac OS, Microsoft Office and mobile device troubleshooting to assist employees with connectivity, printing, customization, user profile and applications.
  • Responsible for user account management in Active Directory, Exchange, Mimecast spam filter, Microsoft Azure, and other platforms. This includes: creation, removal, changes, password resets, and bulk operations.
  • Utilize working knowledge and experience with Exchange configuration and troubleshooting to support employees.
  • Perform Wi-Fi connectivity troubleshooting.
  • Perform Virus/Malware removal.
• Serve as the on-campus expert for network architecture.
  • Primary contact for the Club's three parallel networks for data, video and voice services on campus.
  • Utilize strong working knowledge of Corporate Networking and Services to provide employees support. This includes configuring switches. It also includes troubleshooting DHCP servers, local DNS, external name resolution issues, AD replication, and VPN.
  • Utilize conceptual knowledge of working firewalls to ensure secure connectivity.
  • Working knowledge and experience with vSphere to perform basic edits, troubleshooting, and extend data stores/partitions.
  • Deploy new hardware using Imaging technology.
• Serve as primary point of escalation to outsourced IT Company (Coretelligent).
• Serve as project manager for annual capital projects which include but are not limited to: replacing user hardware (100 workstations); replacing WAPs (70 pieces); on-premise servers; and replacing data (24) and video network (12) switches.
• Update and maintain documentation.
• The Club operates on a 24/7 basis. There is an expectation of availability for critical issues that may arise during off hours (nights / weekends).

Required Skills:

• Strong written and verbal communication skills
• Must be customer focused and able/willing to provide "white glove" service
• Strong problem-solving skills
• Collaboration and teamwork with all departments
• Ability to triage issues that arise taking into consideration urgency and importance per task
• Ability to follow and adhere to defined process
• Ability to effectively multi-task and work in a fast-past environment while producing high quality results
• Passionate about technology

Specialized Knowledge/Licenses Required:

• Degree in the following fields preferred; Computer Science, Computer Networking, Computer Engineering
• 3+ years of related work experience (including internships)
• General understanding of Fiber connections, preferred

Physical Requirements:

• Lift up to 30 pounds. Maybe asked to lift boxes of paper or IT equipment.
• Stand, sit, walk, bend and lift for up to 10 hours a day.
• This is not a remote role. The position is required to be on-site on a full-time basis.