IT Support Engineer
IT Support Engineer
Provides technical guidance for directing and monitoring information systems operations. Implements machine modifications to increase the capacity of the system. Evaluates vendor proposals for purchases of hardware. Directs compilation of records and reports concerning production, machine malfunctioning and maintenance. May advise on organizational, procedural, and work-flow plans, methods, and procedures analysis. Analyzes the results of monitoring the operating system(s) and recommends changes to improve processing and utilization.
The IT Support Engineer provides high quality and timely site based Personal Computing Technology, technical support on a variety of technical problems and issues. Persons in this job function proactively and reactively research, troubleshoot, install and resolve technical problems in a timely manner. The position requires an experienced and motivated individual with the ability to utilize their talents, skills, and abilities in a coordinated and consistent team effort.
Key Job Responsibilities:
Install, upgrade and configure workstations to fulfill requests for hardware and software for new and existing users.
Support both Windows OS (Desktop and server) and MAC.
Manage the breakdown, relocation and set-up of workstations to accommodate user relocations, site relocation, site remodels and new location installations as assigned by the supervisor.
Fulfill project-related tasks as assigned by the supervisor. The engineer will be assigned to co-lead projects to gain skills and knowledge with regard to project management.
Manage time efficiently to ensure SLAs are met.
Ensure all the required IT infrastructure required for Kaplan employees are available at all times. This includes network uptime, real time network monitoring, desktop setup and troubleshooting, server maintenance, access control and inventory management.
Work with Inventory Manager and help in liaising with vendors and partners to get the necessary hardware and track assets.
Follow the Emergency Non-Business Hours policy which may require Emergency site visits to locations after regular business hours.
Monitor and update the internal ticketing system for assigned tickets and assigned locations and/or projects.
Assist the Technology Support Lead in performing report analysis and discussions to address ticketing performance issues and assignments.
Disseminate technical knowledge via ticketing system, conferences and written documentation to colleagues. Assist the Technology Lead in team meeting discussions and training sessions.
Must be willing and able to alter shift schedule as user support demands change or technical projects require. This may require evening or night shift work for various lengths of time.
All Technical Support Technicians will take an on-call shift in a rotation, as required.
Promote and adhere to departmental and organizational information security policies, standards and procedures.
Perform other related duties incidental to the work described herein.
MEASUREMENT FOR SUCCESS:
The Technology Support Analyst will ensure that all assigned support problems and issues are addressed and resolved in accordance with established service levels and to the satisfaction of the customers. The following are more specific metrics and benchmarks which the Technology Support Analyst is expected to maintain and improve:
Ensure project timelines and deadlines are met related to moves, hardware/software rollouts, and equipment provisioning
Ensure customer relationships and service expectations are met
Documentation for process or procedures relating to Technical Support
Ensure technical coverage for daily or project related tasks
Review trouble tickets and ensure proper closure
Bachelor’s Degree with a focus on Information Technology
3-5 years’ related experience
4 + years of desk-side technical support experience. Three or more years of technical experience building and maintaining HP and Dell workstation hardware, peripherals, HP printers and Windows Operating Systems.
MCP or MCSE certification
Windows OS (Desktop and server) – MAC a plus.
Must have a thorough understanding of computers and troubleshooting techniques – quick learner and self-study. System: Symantec Ghost Imaging, LANdesk, SEP Anit-virus software suite, Active Directory, Group Policy, Windows Scripting, Server 2003/2008, Faronics Deep Freeze, Permissions and Security, WSUS, DHCP
Proven experience with on-site troubleshooting of workstation hardware, software, server and networking issues.
Ability to install and configure equipment up to 50 lbs independently and up to 175 lbs with assistance of one or more engineers
Strong customer service skills. Proficient in both written and oral communications
Proven ability to work under stress and meet deadlines
Proven attention to detail and organizational skills
Organized, self-directed, customer-service mentality
Bangalore, KA, India
Job Functional Area
00092 Kaplan Health
Kaplan is an Equal Opportunity Employer. All positions with Kaplan are paid at least $15 per hour or$31,200 per year for full-time positions. Compensation for specific positions are based on job level, skills, years of experience, and education, among other factors. Additionally, certain positions are bonus or commission eligible. Information regarding benefits can be found here .
Individuals hired for KNA positions that require in-person travel and/or interactions must be fully vaccinated against COVID-19 unless otherwise prohibited by law. KNA complies with federal, state, and local laws with regard to accommodations related to this policy.
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Diversity inspires innovation and growth in the Kaplan community. Kaplan strives to be a model employer for inclusiveness. Not only does Kaplan value its employees for their professionalism and skills, but also for the unique viewpoints they bring to the Organization. Kaplan’s employees bring diverse perspectives, ideas , and backgrounds that give Kaplan a competitive edge in anticipating and exceeding our students’ needs in today’s global market. Learn more about our culture .