End User Support Engineer

Summary

The ideal candidate will possess extensive experience in Linux systems, SQL query languages, IT services and systems, AWS, SSO, REST APIs, and web error troubleshooting. This role requires a minimum of 4 years of work experience in IT support or a related field. The End User Support Engineer will be responsible for providing advanced technical support to end-users, managing IT systems, and ensuring the seamless operation of IT services.

Key Responsibilities:

• Provide advanced technical support to end-users, resolving complex issues related to hardware, software, and network systems.
• Experience with Linux systems
• Utilize SQL query languages to manage and troubleshoot database systems.
• Manage and support IT services and systems, including software installations, updates, and configurations.
• Work with AWS services to manage cloud-based applications and infrastructure.
• Troubleshoot Single Sign-On (SSO) issues.
• General understanding of REST APIs
• Diagnose and resolve website errors, ensuring minimal downtime and optimal performance.
• Collaborate with other IT team members to develop and implement IT solutions and best practices.
• Create and maintain documentation for IT processes, procedures, and troubleshooting guides.
• Monitor system performance and implement necessary upgrades and improvements.
• Stay updated with the latest technologies and industry trends to ensure the continuous improvement of IT services.
• Be an escalation point between L1 and L3 teams

Qualifications:

• Minimum of 4 years of work experience in IT support or a related field.
• Strong proficiency in Linux systems administration.
• Exposure to SQL query languages and database management.
• Experience with IT services and systems management.
• Understanding of Single Sign-On (SSO) solutions and implementation.
• Proficient in developing and troubleshooting REST API integrations.
• Ability to diagnose and resolve website errors.
• Excellent problem-solving skills and the ability to work under pressure.
• Top notch customer service skills
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team.
• Ability to work on multiple projects simultaneously
• Relevant certifications (e.g., AWS Certified Solutions Architect, CompTIA Linux+, etc.) are a plus.
• Hands-on experience with AWS services and cloud infrastructure.

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred, but equivalent experience will be considered.

Work Environment
This job operates in a work from home environment. This role routinely uses standard office equipment such as laptop computers and smartphones.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to, stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Occasional light lifting is required

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.