Reporting to the ERP Specialist, the Technical Support Engineer provides first, second and third line technical support to users at Keeler, Inc.
as part of the global IT helpdesk.
The role delivers a responsive, professional IT service and contributes to standardized processes that help colleagues work productively with minimal disruption.
Working independently with guidance from the UK-based IT team, you will contribute to technology choices and solutions for Keeler, Inc.
Responsibilities include desktop support, LAN/WAN networking, backup and recovery, scripting and automation, system monitoring, SQL Server performance and code development, and the on-premises VMware data center.
You will also support IT projects, including system rollouts, upgrades, migrations and change initiatives, and liaise with third-party suppliers.
This multidisciplinary role offers opportunities to develop your technical skills within a growing business.
About You You will bring the following skills and qualities: • A thorough understanding of LAN/WAN technologies.
• Flexibility and an understanding of network administration, connectivity and maintenance.
• A strong sense of ethics and integrity.
• A proactive, can-do attitude and a sense of urgency.
• Excellent interpersonal, diplomacy, negotiation, reasoning and problem-solving skills.
• Enthusiasm for working as part of a team, both domestically and internationally.
• Strong organizational, verbal and written communication skills.
• A commitment to continuous professional and technical development.
• A sense of ownership and responsibility to the company.
• A results-oriented approach and commitment to your work.
• An interest in helping others within the company and the community.
• An innovative and creative approach.
Duties & Responsibilities: • Provide remote and on-site first, second and third line technical support for 70+ users based in Malvern, PA, troubleshooting hardware, software, VPN and network issues as part of the global IT helpdesk.
Act as a primary point of contact for incidents, service requests and access issues.
Additional support for other global employees will be required.
• Implement logical network configurations to meet the needs of office-based and remote users.
• Provide guidance on handling incidents involving on-premises infrastructure.
• Create and maintain infrastructure and systems documentation.
• Log, prioritize, manage and resolve incidents and service requests in line with agreed service level agreements (SLAs).
Maintain accurate case records, communicate progress to users, and create knowledge articles documenting solutions for future reference.
• Escalate complex issues to senior IT staff or third-party suppliers, coordinating follow-up and keeping users informed.
• Administer Windows Server systems and user accounts and maintain Active Directory.
• Support user onboarding and offboarding, including approved access changes, account setup and removal, and device preparation and recovery.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive and SharePoint.
• Identify, prioritize and resolve technical and application issues.
• Provide troubleshooting assistance to all network users.
• Learn new software applications as required.
• Develop a strong understanding of the technical environment, including Windows 11, SQL Server, Windows Server and Epicor ERP.
• Develop and execute plans for continual improvement of application monitoring and performance.
• Set up and deploy hardware and software for laptops, desktops and mobile devices.
• Maintain hardware and software inventories, and apply operating system and third-party software patches.
• Support IT projects, including device refreshes, system rollouts and site changes; assist with testing, deployments, migrations and go-live support.
• Develop and deliver end-user training to improve knowledge, confidence and effective use of IT systems.
• Adhere to and help strengthen IT security policies,…