Company Overview:
Arctiq is a global, intelligence-driven technology services company delivering professional and managed services across Hybrid Cloud Infrastructure, Networking & Connected Experiences, Cybersecurity, Data & AI, Autonomous Operations & Intelligence, and Enterprise Service Management. We help organizations operate, secure, and modernize complex environments by unifying infrastructure, networking, data, security, automation, and observability under a single, integrated operating model. Our work focuses on helping customers reduce operational friction, improve resilience, and make better, faster decisions as their environments evolve. Arctiq builds on decades of industry expertise and a customer-centric ethos to deliver exceptional value to clients across diverse industries.
This is an on-site, full-time opportunity for one of Arctiq's clients in Knoxville, TN.
Position Overview:
The Information Technology Engineer (ITE) serves as the first point of contact for customers seeking technical assistance. This role provides both remote and onsite support, troubleshooting, and resolution across a broad range of technologies, including networking, cloud services, Active Directory, Microsoft 365, email, wireless networking, and end-user devices. The ideal candidate is customer-focused, technically proficient, and committed to delivering high-quality IT support.
Responsibilities:
- Analyze, troubleshoot, evaluate, and resolve a wide range of technical issues.
- Resolve and/or escalate incidents and service requests in a timely manner, determining the most effective solution based on customer needs and available resources.
- Manage customer expectations while building and maintaining strong client relationships.
- Monitor and respond to system alerts, identify root causes, and recommend improvements.
- Identify opportunities to improve procedures, processes, and customer environments.
- Maintain accurate documentation of client IT infrastructure and configurations.
- Follow established IT service delivery processes, standards, and best practices.
- Provide follow-up support to ensure customer satisfaction and complete issue resolution.
- Document all work performed, including support tickets, customer communications, and resolutions.
- Educate customers on technology solutions and best practices.
- Travel to customer sites as needed to troubleshoot, diagnose, and resolve issues that cannot be addressed remotely.
- Perform PC deployments, imaging, and hardware setup.
- Conduct data center walkthroughs and equipment inspections.
- Participate in an on-call support rotation.
- Perform other duties as assigned.
Qualifications:
- Ability to communicate technical concepts effectively to non-technical users.
- Strong customer service skills with the ability to handle challenging situations professionally and calmly.
- Ability to work collaboratively in a team-oriented environment.
- Excellent attention to detail and strong written and verbal communication skills.
- Strong listening skills with a commitment to delivering exceptional customer service.
- Experience administering and troubleshooting Active Directory.
- Experience administering and providing basic support for Microsoft 365 environments.
- Working knowledge of networking concepts and troubleshooting.
- Basic understanding of cybersecurity principles and best practices.
- Experience supporting Windows and macOS operating systems.
Arctiq is an equal opportunity employer. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.
We thank you for your interest in joining the Arctiq team! While we welcome all applicants, only those who are selected for an interview will be contacted.
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