Lead Support Engineer II

The Support Engineer will use knowledge and specialized skills to implement technical solutions, and provide high quality support for computer hardware, operating systems, enterprise applications, and internally developed software, as well as provide testing for our internally developed software and business applications. The Support Engineer will determine when it is appropriate to deviate from a standard practice to accomplish a desired result, as well as troubleshoot and solve straightforward problems that do not have defined SOPs.

ESSENTIAL JOB SKILLS/DUTIES:

• Interact with management and staff to provide analytical and technical assistance for continuous improvement of IT solutions
• Provides technical solutions to end users by phone and email
• Conduct software testing and management of related solutions
  
  • Testing is a core piece of this job
• Maintain or create policies, procedures, and processes
• Analyze work done by themselves and other support engineers to create efficiencies
• Experience with automated testing tools or python a plus
• Identify root-causes of operational issues and process inefficiencies
• Notify IT Project Managers if any issue is identified with any application
• Prioritize and communicate emergency issues
• Provide as needed project specific duties and responsibilities
• Manage approving and migrating code from environments using a GUI
• Coordinate and prioritize with project managers
• Be the sole responsibility party for other support engineers
• Develop and document existing and new processes
  
  • Critique documentation created by others
• Maintain documentation
• All other duties as assigned

QUALIFICATIONS:

• Proficient computer skills (Microsoft Office, windows troubleshooting, understanding of basic networking concepts, software installation, hardware troubleshooting, and basic security principles)
• Ability or experience to manage others
• Proficiency with or ability to learn SQL
  
  • creating queries for research and analysis, views, and stored procedures
• Data center infrastructure and facilities experience is a plus
• Familiarity with SCCM, inventory management, ManageEngine, or Jira a plus
• Ability to explain complex IT concepts in simple terms
• Proven ability to work successfully with limited supervision
• Impeccable end user communication
  
  • ability to maintain a calm and professional demeanor in emails and calls
• Excellent written and verbal communication skills
• Discipline to ethically handle private data, including financial and/or healthcare data for certain companies
• Able to communicate effectively and work in a team setting
   

PREFERRED EDUCATION AND EXPERIENCE:

• Bachelor’s Degree in Computer Science or Equivalent
• 3+ Years IT Support Engineer or Related Experience

Preferred Licenses/Certifications

• CompTIA A+
• CompTIA Network+
• Cisco/CCNA
• Linux
• iOS
• Microsoft Software (use and installation)
• Microsoft hardware (installation)

SUPERVISORY RESPONSIBILITIES:

• Managing 3-5 people
• Providing timely feedback and reports to management

PAR Western line contractors, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.