Onsite IT Support Engineer

- Provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems. - Maintain systems, install new equipment, and make modifications to client infrastructure as requested. - Troubleshoot mobile devices (setup, email and security tokens). - Assist system users by confidently troubleshooting Tier 1-Tier 3 issues, including: Active Directory, MS Exchange, O365, MDM, SharePoint and DNS. - Evaluate clients operational efficiency of different IT systems and recommend improvements. - Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner. - Interact with RFA clients using clear and concise communication to facilitate ticket status updates and product availabilities. - Manage MS Exchange environments and Active Directory (e.g., add, delete, change) as needed and keep up-to-date. - Effectively demonstrate a sense of urgency while acting in a professional, calm manner and managing appropriate and realistic expectations to ensure overall client satisfaction. - Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply the most effective resolution methodology.