Associate IT Engineer

Overview

Why it’s worth it:
Do you like helping people and solving problems? IT Engineers make up the backbone of end user support and serve as the face of customer service for our users. As an IT Engineer at Relia Quest, you will gain exposure to many aspects of IT Infrastructure, including Systems, Networking, Unified Communications, and Internal Security. We develop strong foundations in troubleshooting theory, ticket tracking, vendor management, and A/V deployment.

This role offers opportunities for career growth and specialization across the organization.

• Provide a smooth and seamless technology experience for new employees in onboarding.
• Function as the first line of support for requests and issues from internal employees.
• Respond to queries from a variety of sources, including phone calls, direct messages, walk-ups, and Jira tickets.
• Log, prioritize, and respond to queries based on urgency, business needs, and affected priority groups.
• Evaluate, isolate, and resolve technical issues via systematic troubleshooting – including asking open and closed questions and reliably reproducing intermittent issues.
• Install, modify, and repair computer hardware and software.
• Assist and educate customers through the problem-solving process.
• Follow up with customers to ensure issues have been resolved.
• Maintain accurate asset and peripheral inventory.
• Maintain and troubleshoot Microsoft Teams conference rooms and a variety of audio/video deployments.
• Securely configure and deploy computer hardware for trade shows, demo environments, internal events, and other ad hoc settings.
• Assist with device management in a primarily macOS environment.
• Contribute technical writing to a rapidly growing and changing knowledge base.
• Identify and develop ongoing infrastructure projects to improve workflow and process management.

• Bachelor’s Degree preferably in a field related to Information Technology
• 1-3 years of experience with Mac and/or Windows troubleshooting and configuration
• Experience and skill related to customer service
• Basic understanding of Networking concepts (TCP, UDP)
• Experience resolving hardware and software issues, including user environment and educational opportunities
• Comfortable navigating command line interfaces
• Ability to demonstrate good attitude, energy, and effort
• Be Accountable, Focused, Adaptable, and Helpful

• Experience managing Active Directory and Microsoft 365
• Experience remotely managing devices in a blended operating system environment
• Demonstrated success in a fast-paced customer service environment
• Clear communicator across a variety of styles, both written and verbal