IT Support Engineer

Job Summary

The IT Support Engineer monitors and maintains IT consumer devices (primarily computers, printers, and mobile devices as well as specialized devices such as RF scanners). Responsible for hardware and software support to users. Responds and resolves support and service requests. Identifies, diagnoses, and rectifies any issues in computer hardware, software, services, and applications. The IT Support Engineer offers reactive and proactive service and support in accordance with defined processes for incident, problem, change, request, and configuration management.

The IT Support Engineer investigates problems and recommends effective remedies for the prevention of such problems. This involves assisting with troubleshooting technical issues and playing an important role in policy related considerations for end user issues, compute and storage services, and networking technology. The IT support engineer will be responsible for the selection, installation, removal, and decommission of IT equipment and software that align with established standards and business requirements. They need to handle security controls and IT systems management in accordance with best practices.

Primary Duties and Responsibilities

• Installing and configuring computer hardware, software, systems, networks, printers, and other devices
• Monitoring and maintaining computer systems and networks.
• Responding in a timely manner to service issues and requests
• Providing technical support
• Setting up accounts and equipment for new users
• Repairing, replacing, and decommissioning equipment as necessary
• Testing new technology
• Documenting and knowledge transfer
• Other duties as assigned.

Education and Experience Profile

• Associate degree in Computer Science or related field is required with a bachelor’s preferred.
• Experience may be considered in lieu of degree requirement.
• A minimum of 3 years of relevant experience
• At least one industry certification such Microsoft, Cisco, CompTIA, or others
• Additional certifications may be accepted in lieu of experience.
• Fundamental knowledge of computer systems and networks
• Specific knowledge of Microsoft applications and operating systems
• In-depth knowledge of networking technologies, particularly layer 1 and 2
• Basic experience supporting enterprise applications and technologies.
• Prior experience in ITIL framework and processes is necessary.
• Prior experience with ServiceNow is a plus.

Required Skills

• A technical, logical thought process
• Problem solving and critical thinking abilities.
• Able to assess and prioritize tasks.
• Good written and verbal communications skills
• Teamwork and collaboration are a must.

Work Environment

• Working conditions are normal for an office environment.
• Some work may be performed in a manufacturing or warehouse environment.
• Position may require after-hours on-call duties and/or on-call rotation participation.
• Travel up to 25% may be required for support activities.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

ASSA ABLOY is an Equal Employment Opportunity/Affirmative Action employer.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.