Job Description
Are you a technical problem solver passionate about optimizing user experience? Apex Digital Systems is seeking a proactive IT Support Engineer to join our growing team in San Francisco. In this pivotal role, you will bridge the gap between complex technology and end-user needs, ensuring our global workforce has the tools they need to succeed.
We offer a competitive benefits package, including flexible remote work options, comprehensive health coverage, and opportunities for continuous professional development in a fast-paced tech environment.
Responsibilities
- Technical Troubleshooting: Diagnose and resolve complex hardware, software, and network issues for employees across multiple time zones.
- System Administration: Manage and maintain Active Directory, Office 365, and VPN configurations to ensure secure and reliable access.
- Asset Management: Oversee the lifecycle of IT assets, including provisioning, deployment, and disposal of hardware.
- Incident Management: Lead the resolution of high-priority tickets within SLAs using ServiceNow, prioritizing user impact.
- Hardware Support: Perform physical hardware repairs, set up workstations, and manage printer fleets and peripherals.
- Documentation: Maintain up-to-date technical documentation, runbooks, and knowledge base articles to empower the support team.
Qualifications
- Experience: 3-5+ years of professional experience in IT Support or a Help Desk role, with exposure to Tier 2/3 responsibilities.
- Education: Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent practical experience.
- Technical Skills: Proficiency in Windows 10/11 and macOS environments; strong knowledge of Microsoft Office Suite and troubleshooting methodologies.
- Networking: Solid understanding of TCP/IP, DNS, DHCP, VPNs, and basic network topology.
- Communication: Excellent verbal and written communication skills with the ability to translate technical jargon for non-technical staff.
- Soft Skills: A customer-centric approach, problem-solving mindset, and the ability to work independently in a fast-paced environment.