The Role: As a Grove IT Support Engineer, you are the front line for our nationwide operations team, and are responsible for proactively monitoring Operations Information Systems, deploying and repairing equipment, providing technical support, and partnering with Management to ensure our operations are working efficiently and smoothly. Youll be responsible for helping the team solve tickets, analyze problems, perform root cause analysis, and work on strategic IT projects with internal customers. Youll also work with third-party vendors and be involved in strategic projects to optimize processes through creative use of technology. Were looking for action-oriented technologists who want to work in a fast-paced, high-growth, environment, and who are looking to further develop their IT skills with help and mentoring from our existing team. Flexibility to support regions outside of your home office, including occasional travel, is also required. Your Impact & Responsibilities Plan, administer, and maintain the entire technology stack within your respective site, including workstations, computers, laptops, rugged mobile devices, security cameras, printers, copiers, security systems, phone systems, routers, switches, wireless access points, audio/video equipment, application access, etc. Assessing and responding to inbound IT support tickets, with a goal of ensuring technology is not a hindrance to Groves ability to satisfy our customers. Document all reported issues in ticketing systems to maintain a historical record of incidents and solutions. Deploy new equipment, operations systems, and software applications Create knowledge base articles detailing procedures, and common troubleshooting techniques for recurring issues that can be solved by our end users. Perform preventative maintenance to ensure equipment is functional, secure, efficient, and reliable. Participate in an on-call emergency rotation schedule to provide after-hours support. Provide the first line of defense application support for commonly used applications, coordinate solutions with internal engineers and third-party vendors. ?About You: Desire to take responsibility for keeping Groves facilities online and productive Exceptional understanding of current software and hardware technology 1 year(s) experience providing technical support in a warehouse environment required, preferably a fulfillment or distribution center Desire and patience to teach people about technology so they can be self-sufficient Proactively stay up to date on new and emerging technologies Critical thinking skills to promptly identify and resolve problematic situations through root cause analysis Must be familiar with both MacOS and Windows operating systems, Linux is a plus. Working knowledge of the following cloud technologies is preferred: Jumpcloud, Meraki, Gsuite, Office365, Slack, Zoom, JAMF, Intune, Airwatch, SOTI, Zendesk, Jira, Confluence, Pagerduty, Datadog, Eset Interpersonal skills to interact and maintain productive working relationships with employees at all levels Effectively communicate with both technical and non-technical audiences Ability to multitask and prioritize projects and tickets with little to no direct supervision Perform well in fast-paced and high-stress situations. Bachelors degree in Information Technology, Computer Science, Engineering, MIS, or similar concentration, or equivalent previous experience in an IT role.
Associated topics: customer support, excel, help desk, information technology help desk, msword, support, system support, technical support, technical support specialist, troubleshoot