Support Engineer

Description

About the Company

Ardmore Home Design (AHD), founded in 2008, is a privately-owned, fast-paced, founder-led entrepreneurial company where we value people with strong skills to make our products and processes better every day. We design, sell and distribute luxury home décor to interior designers as well as boutique/luxury retailers globally. The AHD family of wholesale brands includes Made Goods (flagship furniture made from unique materials); Pigeon & Poodle (home and bath accessories); Blue Pheasant (handcrafted tabletop products) and Thucassi (artisanal candles and fragrances).

Summary

The Support Engineer plays an important role within the organization and is responsible to provide system support as well as technical assistance to our personnel, resolve issues in a professional and timely manner, establish and follow standard procedures, and track helpdesk tickets to closure.

Essential Duties and Responsibilities:

· Provides technical assistance and support to internal users as well as our nationwide sales team and showrooms

· Resolves helpdesk support tickets and issues related to servers, network, computer systems, software, and hardware.

· Provides end-user software troubleshooting and support

· Manage, support and assist with IT Projects as needed

· Documents policies and procedures and provides end user training 

· Maintains IT Knowledge base articles

· Maintains daily performance of computer systems.

· Resolves technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

· Install computer peripherals for users.

· Assists with asset management of software and hardware.

· Follow up with end users to ensure issues have been resolved.

· Provides weekly and monthly metrics IT management. 

Requirements

· High School Diploma plus 4 years related work experience; or, Bachelor’s degree in Information Technologies and 3-5 years of related work experience.

· Demonstrated continuous learning pursuit of ongoing IT knowledge and professional development

· Proven track record of providing superior customer service to an internal customer base

· Expert Experience with Windows 7, 8, 10, Mac OSX, installation, support, and troubleshooting

· Expert Experience with Microsoft Office Suite 

· Demonstrated experience with IOS and Android devices

· Demonstrated experience providing support with remote tools

· Demonstrated experience with using a Helpdesk Ticketing Systems

· Solid experience using and troubleshooting Outlook within a network environment (managing permissions, delegation, calendar sharing, etc.)

· Demonstrated experience in User and Security Group Active Directory administration

· Demonstrated experience in PC network connectivity set-up, maintenance, and troubleshooting (Ethernet, TCP/IP, Remote VPN)

· File server folder maintenance knowledge, such as mapped and UNC Drives

· Experience with PC imaging software and best practices

· Demonstrated problem solving skills in Windows operating systems and Microsoft Office application issues

· Ability to communicate technical information to a wide range of (mostly non-technical) end-users

· Strong verbal and written communication skills

· Must be customer focused and able to deal with customer issues in a friendly, professional manner

Key Competencies

· Interpersonal skills

· Communication skills - verbal and written

· Listening skills

· Problem analysis and problem-solving

· Attention to detail and accuracy

· Customer service orientation

· Adaptability

· Initiative

· Stress tolerance

Working Conditions

· Working conditions are normal for an office environment.

Physical Requirements

· Ability to lift 25 lbs. and crawl/reach to install components and cabling

Starting annual salary: $70,000-80,000. Exact compensation may vary based on skills, experience, and location.