IT Support Engineer

• Reporting to the Service Desk Manager, the IT Support Engineer I will assist with day-to-day Service Desk operations including resolving support requests, imaging workstations, and provisioning and training new users
• Additionally, they may be called to assist the IT Operations Team with other projects as time permits
• Coordinate imaging and shipping of laptops to new hires
• Manage laptop inventory to ensure devices are on hand for upcoming needs
• Assist with troubleshooting efforts for computer hardware and software
• Help fulfill support requests from a wide variety of issues
• Desktop installation and support for Windows 11 and Mac OS corporate users
• Assist with on-boarding of new users, including account provisioning and training
• Work closely with the other IT team staff to effectively communicate issues and recommendations
• Participate in an on-call rotation to provide 24x7 emergency coverage
• Typically, 2 days in office each week for on-site support and coverage
• Occasional work outside normal working hours for special projects or critical incidents

Benefits

• Work/Life Balance: Applause offers in-office, hybrid and remote work opportunities across all of our global locations. For those in office, we have a casual environment with plenty of drinks and snacks. We are also proud to extend generous paid time off and paid parental leave to every Applause employee.
• Employee Recognition: celebrate wins big and small with monthly, quarterly, annual and on-the-spot awards – cash, gift cards, points to spend in the company store and more.
• Learning & Development: Applause employees have access to a major learning platform catalog. We encourage professional development through Applause-curated curriculum and personal development through any courses that interest you. We also conduct online diversity training for every employee.
• Applause Fun: Through our company stores, employees may receive Applause-branded swag for new hire gifts, anniversaries and recognition awards. We also sponsor company events locally and globally, in person and virtually.
• Giving Back: Applause takes great pride in giving back to the community. We support charitable organizations like dream.org, National Society of Black Engineers, GLAAD, United Way and Cradles to Crayons through financial donations and volunteer work. Got something specific you’re passionate about? Let us know.- Experience: 2+ years of experience in an IT support role
• Strong analytical and problem-solving abilities
• Experience with MS Office products (Word, Excel, Outlook)
• Technical knowledge of Windows 10 and 11 workstation operating systems
• A working understanding of computer networking
• Background in supporting a mixed environment of Windows and Mac end user devices
• Ability to work independently and as part of a team
• Working knowledge of Mac OS
• Excellent communication and interpersonal skills, with the ability to articulate complex technical concepts to a non-technical audience
• VMware, IPSec VPNs, SSL VPN, RADIUS, 802.11x, Active Directory, Linux OS, Mac OS X Server, Google Apps, Windows Server (2012,2016,2019), Cisco IOS, Powershell, JAMF Pro