Tech Support Engineer

5 Months ago • 2 Years + • Software Development & Engineering

Job Summary

Job Description

The Tech Support Engineer will maintain and improve user productivity and ensure a positive customer support experience. This includes resolving hardware and software issues, providing user training, and proactively deploying IT services. Responsibilities include monitoring work orders, troubleshooting issues, assisting with process improvements, managing employee onboarding and offboarding, supporting VPN connectivity, and collaborating with various IT groups. The role also involves managing IT equipment, software upgrades, and participating in special projects. The engineer will establish strong relationships with business stakeholders and the user community, serving as an IT ambassador and technology consultant, while ensuring the smooth operation of IT systems.
Must have:
  • Establish relationships with business stakeholders.
  • Monitor work orders and incident management system.
  • Manage and resolve cases with various severities.
  • Assist with process improvements for IT user support.
  • Administer end-user accounts, permissions, and access.
  • Support VPN connectivity software.
  • Support remote users through various connectivity options.
  • Interact with IT groups and vendors.
  • Test and deploy desktop automation initiatives.
  • Investigate alerts from IDS/IPS.
  • Document procedures.
  • Manage site’s hard asset management.
  • Support office conference room AV systems.
  • Image computers.
  • Ensure network connectivity.
  • Administer IT equipment and software upgrades.
  • Work on special projects.
Good to have:
  • Certifications in CompTIA A+, HDI, ITIL, PMP, CAPM, or Six Sigma

Job Details

FindLaw is the leading provider of online legal marketing services, widely recognized and trusted by legal professionals, consumers, and businesses. We empower our audience with comprehensive legal resources through our public and private online portals and FindLaw publications. Our platforms offer engaging, relevant, and credible legal information, personalized tools, and access to professional legal communities.
 
Our mission is to help attorneys and law firms grow their practices confidently, providing proven services that increase awareness, improve reputation management and ultimately drive case volumes across many different practice areas.  
 
Our network of solutions include SuperLawyers.com, FindLaw.com, LawInfo.com, Abogado.com, Super Lawyers print publication and many other digital solutions.
 
The Tech Support Engineer’s role is to maintain and improve the users’ productivity while providing the customers with a good experience when they request support. This includes analyzing and resolving end-user hardware and software issues in a timely and accurate fashion, providing end-user training where required, and gaining an understanding of the users’ needs and work habits so IT can proactively deploy appropriate services and tools leading to increased productivity. The Tech Support Engineer serves as an IT ambassador, advocator, and technology consultant to the business and works on building a trusted relationship with the user community.
 
RESPONSIBILITIES
- Must have: Establish a strong relationship with the business stakeholders, the General (Office) Manager, the direct supervisor.
- Monitor work orders and incident management system to ensure timely resolution to all tickets.
- Manage, troubleshoot and resolve cases with standard, high and critical severities.
- Assist with process improvements for the Corporate IT User Support Operations.
- Conduct onboarding and offboarding employees including administering and maintaining end-user accounts, permissions, and access rights.
- Support VPN connectivity software preferably with FortiToken security key.
- Support remote users through a variety of connectivity options ranging from LogMeIn Remote Access to VPN to VDI as requirements mandate.
- Interact with Corporate IT NOC, Corporate IT Telecom, Corporate IT Ops/Apps, and vendor's technical support group as needed to further enhance streaming performance and help troubleshoot system outages.
- Work with various Corp IT groups to test and deploy desktop automation initiatives and business applications.
- Investigate alerts created by IDS/IPS including malicious file uploads, compromise servers, and port scanning.
- Document procedures as needed.
- Responsible for site’s hard asset management and works with the Lead to establish and update procurement thresholds.
- Responsible for office conference room support which includes maintaining, troubleshooting, and supporting AV systems.
- Image computers.
- Ensure network connectivity of all workstations.
- Administer all IT equipment, hardware, and software upgrades/refresh.
- Work on special projects.
 
REQUIREMENTS
Education & Certification
- A college diploma or university degree in the field of Information Technology and a minimum of 2 years of equivalent work experience are required.
- Certifications in CompTIA A+, HDI, ITIL, PMP, CAPM, or Six Sigma are a plus
 
Knowledge & Experience
- Working technical knowledge of network and PC operating systems, including Active Directory, Windows 10, and VPN
- Working experience with collaboration tools such as Google Workspace, RingCentral, or Microsoft Office 365.
- Working technical knowledge of network hardware, protocols, and standards including Dell servers.
- Hands-on hardware troubleshooting experience with Dell and Lenovo desktops and laptops.
- Experience with virtualization or virtual machine such as Hyper-V or VMware
- Working technical knowledge of computer imaging tools.
- Working knowledge of MAC Mini and MacBook Pro would be TERRIFIC!
- Knowledge of applicable data privacy practices and laws.
 
Personal Attributes
- Strong written and oral communication skills.
- Strong interpersonal skills.
- Ability to conduct research into networking issues and products as required.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Strong customer service orientation.
- Experience working in a team-oriented, collaborative environment.
 
In addition to our awesome culture, we offer a comprehensive benefits package designed to support the health and well-being of you and your family. Our benefits include health insurance options such as medical, dental, and vision coverage, flexible spending accounts (FSA) for medical and dependent care, short-term and long-term disability insurance, and life and AD&D insurance. We also provide a 401(k) retirement savings plan with a company match, paid time off (PTO), paid holidays, commuter benefits as well as access to our Employee Assistance Program (EAP) and well-being coaching services. In addition, employees can take advantage of voluntary benefits such as home, auto and pet insurance, and discounted legal and financial services. For more details, feel free to inquire during the interview process.
 
At Internet Brands, we carefully consider a wide range of factors when determining compensation, including your background and experience. These considerations can cause your compensation to vary. We expect the compensation for this role to start at $45k and will depend on your skills, qualifications, and experience. We encourage all interested candidates to apply.
 
Internet Brands®, headquartered in El Segundo, Calif, is a fully integrated online media and software services company focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's properties and platforms include the WebMD, Medscape, and Henry Schein ONE networks, which are the global leaders in their markets; Nolo, Avvo, and Martindale, which form the largest consumer information provider in the legal market; and CarsDirect, Fodor's Travel, and many others which are leaders in their key vertical markets. Internet Brands' award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. The company's powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth.  Internet Brands is a portfolio company of KKR and Warburg Pincus.

Internet Brands and its wholly-owned affiliates are an equal opportunity employer.

Similar Jobs

beghou consulting - Cloud Data Engineer

beghou consulting

Durham, North Carolina, United States (Hybrid)
2 Months ago
Palo Alto Networks - Internal Audit Manager - IT Risks and Controls

Palo Alto Networks

Santa Clara, California, United States (On-Site)
2 Months ago
world relief - Workforce Partnership Manager

world relief

Chicago, Illinois, United States (Hybrid)
1 Month ago
DraftKings - Paralegal, Commercial Transactions

DraftKings

Las Vegas, Nevada, United States (On-Site)
3 Months ago
Bosch Group - Business Analyst Intern

Bosch Group

Dong Nai, Vietnam (On-Site)
3 Weeks ago
Power Integrations - Channel Sales Engineer

Power Integrations

Shanghai, China (On-Site)
2 Months ago
AeroSpike - Professional Services Engineer, APAC

AeroSpike

Bengaluru, Karnataka, India (On-Site)
3 Weeks ago
zoox - Senior/Staff Technical Program Manager - Compute Hardware

zoox

Foster City, California, United States (On-Site)
3 Weeks ago
Valeo - PG Commodity SQA Engineer

Valeo

Bursa, Bursa, Türkiye (On-Site)
2 Months ago
extreme network - Technical Support Engineer- On Site Sacramento

extreme network

California, United States (On-Site)
9 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Zelis  - Claims Settlement Coordinator

Zelis

Hyderabad, Telangana, India (On-Site)
1 Month ago
Marvell - Senior Solutions Analyst – Real Estate & Facilities Tech

Marvell

Austin, Texas, United States (On-Site)
4 Weeks ago
Buckman - Field Technician

Buckman

Telêmaco Borba, State Of Paraná, Brazil (On-Site)
3 Weeks ago
Tesla - Technical Program Manager

Tesla

Prüm, Rhineland-Palatinate, Germany (On-Site)
5 Months ago
SBM Management - Cleanroom Technician

SBM Management

Hillsboro, Oregon, United States (On-Site)
1 Month ago
Keywords Studios - HR Intern

Keywords Studios

Metro Manila, Philippines (Hybrid)
3 Months ago
Tencent - Product Operation Management Intern

Tencent

(On-Site)
3 Months ago
DraftKings - Manager, Marketing Analytics

DraftKings

Boston, Massachusetts, United States (On-Site)
4 Months ago
Kavalirio - SVP, Head of Branch Banking

Kavalirio

San Diego, California, United States (On-Site)
2 Months ago
Haleon - Project Electrical Engineer

Haleon

Levice, Nitra Region, Slovakia (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Eagan, Minnesota, United States

Granicus - SLED Account Executive

Granicus

United States (Remote)
2 Months ago
CAE - A&P Mechanics, Fixed Wing

CAE

Dothan, Alabama, United States (On-Site)
1 Month ago
AECOM - Mid Level Geotechnical / Civil Engineer

AECOM

Murray, Utah, United States (Hybrid)
3 Weeks ago
Zscaler - Sr. Staff Machine Learning Engineer

Zscaler

San Jose, California, United States (Hybrid)
1 Month ago
Scopely - Senior Director of Engineering

Scopely

California, United States (Remote)
5 Months ago
bytedance - Cloud Network Engineer

bytedance

San Jose, California, United States (On-Site)
2 Months ago
aspyr - Associate 1 Software Engineer

aspyr

Austin, Texas, United States (On-Site)
2 Months ago
Critical mass - Senior Designer, Visual Design

Critical mass

Cupertino, California, United States (On-Site)
1 Month ago
PwC - Seniors Digital Assurance & Transparency

PwC

United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Software Development & Engineering Jobs

undefined - Software Engineer, Edge

Canada, Kentucky, United States (Remote)
9 Months ago
Capgemini - PostgreSQL-DBA

Capgemini

Hyderabad, Telangana, India (On-Site)
2 Months ago
Accenture - Software Development Engineer

Accenture

Kolkata, West Bengal, India (On-Site)
2 Months ago
Varonis  - Advanced Services Engineer - SME

Varonis

United States (On-Site)
2 Weeks ago
FICO - Customer Support - Engineer I

FICO

Bengaluru, Karnataka, India (Remote)
1 Month ago
PlayStation Global - Director, Software Engineering

PlayStation Global

Dublin, County Dublin, Ireland (On-Site)
3 Months ago
AECOM - Senior Traffic Engineer / Supervising Traffic Engineer

AECOM

Orange, California, United States (Hybrid)
3 Weeks ago
Aeries technology - Telecom Structural Design Engineer

Aeries technology

Hyderabad, Telangana, India (On-Site)
3 Weeks ago
Tesla - Electrical Equipment Engineer

Tesla

North Brabant, Netherlands (On-Site)
5 Months ago
Tencent - Cross-Border Payment Software Engineering Intern

Tencent

(On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

About The Company

United States (Remote)

El Segundo, California, United States (On-Site)

El Segundo, California, United States (On-Site)

Minneapolis, Minnesota, United States (On-Site)

Minneapolis, Minnesota, United States (On-Site)

Pleasanton, California, United States (Hybrid)

Minneapolis, Minnesota, United States (On-Site)

El Segundo, California, United States (On-Site)

Chicago, Illinois, United States (On-Site)

View All Jobs

Get notified when new jobs are added by Internet Brands

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug