IT Support Engineer

Southeastern Freight Lines•Lexington, SC

About The Position

As the IT Support Engineer, you will be responsible for handling all elevated incidents and service requests through service management tools. This role will involve taking detailed notes of the problems users are experiencing, determining the necessary steps to resolve these issues, and managing the flow of incoming support requests. You will escalate requests to higher level support teams and experts as needed. Strong analytical skills and effective communication skills will be required for this job. Provide end-user support for the desktop computing environment, network infrastructure, and physical and cyber security. Responsible for Incident Coordination for any urgent Information Technology (IT) issues. Monitor various IT systems, analyze performance data, and escalate to appropriate product specialist as needed. Analyze and provide Tier 2 technical support across all services, resolving escalated end-user issues and collaborating with IT development and infrastructure teams as needed. Set reasonable customer expectations for resolution time by determining scope, impact, and severity of issue. Respond to a broad range of service requests for support by providing information to fulfill requests or providing a resolution. Provide IT infrastructure support at various Company facilities. Provide Tier 2 investigation and diagnosis and promptly allocate unresolved issues as appropriate. Route unresolved incidents to the correct product specialist for resolution. Assist with the specification, development, research, and evaluation of services standards. Apply these standards to resolve or escalate issues and give technical briefings to staff members. Communicate with vendors regarding various hardware problems and ensure all problems are resolved within a reasonable time frame. Provide remote technical support online, over the phone, or through remote access. Provide guidance to junior members of the team. Work with product specialists to document and train other Level 1 and 2 personnel on any new features. Coordinate with the Computer Operations Manager in establishing priorities. Prepare training manuals and knowledge base articles for internal team and end-user guidance. The position requires a minimum of five years of experience in a similar role, along with prior experience using help desk software and Microsoft applications. Candidates should hold an Associate Degree, Bachelor's Degree, or possess equivalent experience. While not required, seven or more years of experience in a similar position is preferred. Additionally, previous experience with Jira or other Service Management software is advantageous. A CompTIA A+ Certification is also preferred but not mandatory. Work Shift First Shift http://www.youtube.com/watch?v=xZc1A8aeshc Working with Southeastern Freight Lines is more than just a job — it becomes a part of who you are. Family founded in Columbia, South Carolina in 1950, Southeastern Freight Lines is a privately held, industry leading provider of LTL (Less Than Truckload) services throughout the Southeast. Our expertise of combining quality service and award-winning logistics has led to the growth of Southeastern generating over 1.7 billion in annual revenue, with over 10 million shipments per year. This would not be possible without our esteemed team of over 8,800 professionals — the true backbone of our company. At Southeastern, we are doing much more than providing shipping services. We are pioneering a new generation of logistics professionals, cherishing wisdom from the generation that brought us success, giving back to our communities, and living our culture. We prioritize serving others first, valuing each other completely, and always doing the right thing. Southeastern Freight Lines provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, pregnancy, genetics, protected veteran status, military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Requirements

Minimum of five years of experience in a similar role
Prior experience using help desk software and Microsoft applications
Associate Degree, Bachelor's Degree, or possess equivalent experience
Strong analytical skills
Effective communication skills

Nice To Haves

Seven or more years of experience in a similar position is preferred
Previous experience with Jira or other Service Management software is advantageous
A CompTIA A+ Certification is also preferred but not mandatory

Responsibilities

Handling all elevated incidents and service requests through service management tools
Taking detailed notes of the problems users are experiencing
Determining the necessary steps to resolve issues
Managing the flow of incoming support requests
Escalating requests to higher level support teams and experts as needed
Providing end-user support for the desktop computing environment, network infrastructure, and physical and cyber security
Incident Coordination for any urgent Information Technology (IT) issues
Monitoring various IT systems, analyzing performance data, and escalating to appropriate product specialist as needed
Analyzing and providing Tier 2 technical support across all services, resolving escalated end-user issues and collaborating with IT development and infrastructure teams as needed
Setting reasonable customer expectations for resolution time by determining scope, impact, and severity of issue
Responding to a broad range of service requests for support by providing information to fulfill requests or providing a resolution
Providing IT infrastructure support at various Company facilities
Providing Tier 2 investigation and diagnosis and promptly allocate unresolved issues as appropriate
Routing unresolved incidents to the correct product specialist for resolution
Assisting with the specification, development, research, and evaluation of services standards
Applying these standards to resolve or escalate issues and give technical briefings to staff members
Communicating with vendors regarding various hardware problems and ensure all problems are resolved within a reasonable time frame
Providing remote technical support online, over the phone, or through remote access
Providing guidance to junior members of the team
Working with product specialists to document and train other Level 1 and 2 personnel on any new features
Coordinating with the Computer Operations Manager in establishing priorities
Preparing training manuals and knowledge base articles for internal team and end-user guidance