IT Support Technician

Summary:

• You must have an associate's degree, 3+ years of IT support experience, strong English skills, Windows and Microsoft 365 knowledge, ticketing experience, and understanding of networking and hardware troubleshooting.
• You will resolve tech issues via calls, emails, and tickets, document processes, seek guidance from teammates, identify knowledge gaps, and escalate complex problems when necessary.

TYLin is a globally recognized, full-service infrastructure consulting firm committed to providing innovative, cost-effective, constructible designs for the global infrastructure market. With over 3,000 employees throughout the Americas, Asia, and Europe, the firm provides support on projects of varying size and complexity. Together, we enhance conventional designs with smarter, more resilient systems. We provide people with better mobility. We steward precious resources by finding more sustainable solutions. Job Summary Our IT Shared Services Sector is looking for a tech-savvy IT Support Technician to join our team. This role involves remotely supporting our North American employees from 8:00 AM to 5:00 PM Central Time. This is a Tier 1 position that will report to the Service Delivery Manager and requires 3+ years of experience. This support position operates in a geographically dispersed Service Desk environment providing front-line end-user technical support to internal employees through professional, timely, and accurate resolution of technology-related problems. Responsibilities & Qualifications

Responsibilities

• Resolves inbound technology-related problems via phone, email, and web portal submissions.
• Utilizes a knowledge base to resolve customer issues. Where knowledge doesn’t exist, be curious to find a solution.
• Leverages team chat to ask questions and seek guidance from other team members and Tier 2.
• Documents issues within the ticketing system with clear, concise, and accurate information; documents troubleshooting process and procedure for each issue.
• Identifies gaps in documented knowledge and engages Tier 2 in new knowledge creation.
• Follow defined processes to promote standardization; where processes are not defined, escalate to receive guidance.
• Consult with Tier 2 on complex, undocumented issues and escalate to the appropriate group.

Qualifications

• Must be willing to work 8:00 AM – 5:00 PM Central Time. Only candidates willing to work this time need apply.
• Associate degree in a technology-related field; bachelor’s degree preferred.
• At least 3 years of proven technical support experience in a structured Service Desk or Help Desk environment that includes medium-to-large-sized companies.
• Must be fluent in English with strong verbal and written communication skills, capable of engaging with customers of varying technical knowledge.
• Self-driven, ability to work under minimal supervision, and an attitude of getting the job done.
• Curious, technology savvy, and have a desire to solve problems.
• Experience with ticketing systems and issue documentation.
• Solid knowledge of Windows troubleshooting.
• Experience with the Microsoft 365 environment (MS Office products, Teams, SharePoint) including Admin Portal and MFA technologies.
• Experience with software delivery, installation, and troubleshooting.
• Experience with Azure, Active Directory, SCCM/MECM, and remote support tools.
• Understanding of network troubleshooting: home office, Wi-Fi, LAN (corporate network).
• Understanding of networking technologies and remote access (VPN, Remote Desktop).
• Experience with hardware troubleshooting that includes laptops, docking stations, and peripherals.
• Understanding of mobile device support (iPhone, Android).
• Experience with supporting design software such as AutoCAD, BIM, Bentley products is a plus.

Additional Information TYLin Group’s Asia Pacific offices provide technical innovations and professional services including civil, structural, mechanical, electrical, geotechnical, seismic engineering, and planning. Our market sectors encompass high-rise buildings, special structures, long-span bridges, marine structures, highways, tunnels, rail and transit systems, and environmental engineering. With experience and offices throughout the Asia including China, Malaysia, Singapore, Taiwan, Vietnam, and Indonesia, we are able to serve our clients with our local knowledge and presence. TYLin’s Philippine Branch was founded in Manila in 2021. The branch office is working on the Bataan-Cavite Interlink Bridge (BCIB) project, a high-profile and one of the biggest infrastructure projects of the Philippine Government. The Philippine Branch office envisions itself to become a major industry player by promoting its services to various sectors. #LI-Remote TYLin offers a comprehensive total rewards package. Our benefits include extensive medical, disability and life insurance coverage, continuing education benefits, paid time off, employee assistance program and a retirement savings plan with company matching contributions. We encourage all candidates to explore our total rewards offering. TYLin is an equal opportunity employer, and we prohibit discrimination and harassment of any type as protected by federal, provincial, state or local laws. We celebrate diversity and are committed to creating an inclusive environment for all employees. The company and its employees are required to comply with all local health authority, legal or lawful client requirements. Requirements:

• Must be willing to work 8:00 AM – 5:00 PM Central Time. Only candidates willing to work this time need apply.
• Associate degree in a technology-related field; bachelor’s degree preferred.
• At least 3 years of proven technical support experience in a structured Service Desk or Help Desk environment that includes medium-to-large-sized companies.
• Must be fluent in English with strong verbal and written communication skills, capable of engaging with customers of varying technical knowledge.
• Self-driven, ability to work under minimal supervision, and an attitude of getting the job done.
• Curious, technology savvy, and have a desire to solve problems.
• Experience with ticketing systems and issue documentation.
• Solid knowledge of Windows troubleshooting.
• Experience with the Microsoft 365 environment (MS Office products, Teams, SharePoint) including Admin Portal and MFA technologies.
• Experience with software delivery, installation, and troubleshooting.
• Experience with Azure, Active Directory, SCCM/MECM, and remote support tools.
• Understanding of network troubleshooting: home office, Wi-Fi, LAN (corporate network).
• Understanding of networking technologies and remote access (VPN, Remote Desktop).
• Experience with hardware troubleshooting that includes laptops, docking stations, and peripherals.
• Understanding of mobile device support (iPhone, Android).
• Experience with supporting design software such as AutoCAD, BIM, Bentley products is a plus.

Responsibilities:

• Resolves inbound technology-related problems via phone, email, and web portal submissions.
• Utilizes a knowledge base to resolve customer issues. Where knowledge doesn’t exist, be curious to find a solution.
• Leverages team chat to ask questions and seek guidance from other team members and Tier 2.
• Documents issues within the ticketing system with clear, concise, and accurate information; documents troubleshooting process and procedure for each issue.
• Identifies gaps in documented knowledge and engages Tier 2 in new knowledge creation.
• Follow defined processes to promote standardization; where processes are not defined, escalate to receive guidance.
• Consult with Tier 2 on complex, undocumented issues and escalate to the appropriate group.

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