IT Support Engineer

Job description

DESCRIPTION

PillPack's mission is to deliver the right medications to our customers at the right times without the complexity and frustration of the traditional healthcare system. We are looking for an experienced Support Engineer to join our growing IT team. You will provide quality technical support to internal customers through one or all available channels, meeting or exceeding their expectations at every opportunity.
The successful IT Support Engineer will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated the ability to maintain high levels of productivity with minimal supervision.
PillPack's IT Support Team is a group of seasoned, customer-obsessed, and superbly tech-savvy digital specialists. This team provides remote and in-person support for PillPack employees with responsibilities including but not limited to: troubleshooting and resolving single customer issues with Windows, Mac, Microsoft Office, VPN, Mobile device management, cloud based services and permission access.
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· Provide remote or in person support for desktops, laptops, printers, peripherals and other computer related devices
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· Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents and requests
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· Troubleshoot and resolve system hardware and software problems
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· Maintain standards of information security both physically and technically
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· Participate in ongoing maintenance of process improvements, ticket reconciliation, team cross-training and education
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· Creation/maintenance of user accounts
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· Hardware provisioning and refreshing

Desired profile

BASIC QUALIFICATIONS

· Excellent verbal and written communication skills. This includes the ability to explain technical terminology to non-technical end users
· Must possess a keen attention to detail
· Outstanding customer service mindset
· Must be highly proactive, self-motivated and directed
· Demonstrated ability to troubleshoot Windows, MacOS, iOS, Android, MS Office, account permissions, and networking issues
· Strong knowledge of Mobile Phones, VPN, and Active Directory.
· Dedication to and strong aptitude for troubleshooting technical problems
· Strong documentation and communication skills
· Extensive hardware and software troubleshooting experience