IT Support Engineer II

- Provide technical support for hardware and software issues across various platforms, particularly Windows operating systems - Assist users with VPN connectivity and troubleshoot network-related concerns - Respond to service requests through our ticketing system, ensuring timely issue resolution - Carry out desktop support tasks, encompassing installation, configuration, and maintenance of computer systems - Maintain documentation of support actions and user interactions for future reference - Collaborate with team members to identify recurring problems and implement solutions to enhance overall efficiency - Provide technical assistance over the phone or on-site as necessary - Administer user accounts including adding/removing users and groups, configuring file permissions, and reviewing event logs - Manage enterprise email applications, including user/group modifications, folder permissions configuration, mail forwarding, and alias creation - Participate in after-hours on-call rotation for client support after the initial three months - Meet weekly KPIs linked to ticket resolution and accurate time entries - Resolve backup and restore challenges - Handle client PC builds and configurations - Oversee SQL maintenance jobs - Document client infrastructure for clarity - Educate users on best practices for effective IT resource utilization - Maintain engagement with clients by keeping them informed about their ticket status - Strive for a monthly Customer Satisfaction (CSAT) average of 97% or more