IT Support Technician

Who We Are:

m2e Consulting Engineers is a full-service multi-disciplinary engineering consultancy in South and Central Florida that delivers industry-leading creative and technical services to a variety of clients including building owners, architects, developers, property managers, law firms, and general contractors. 

Working at m2e:

· Creative, collaborative environment with Friday Happy Hour to relax after a productive week. 

· 100% employer-paid Healthcare Premiums (Medical, Dental, Vision, GAP). 

· 11.5 Paid Holidays, and Unlimited Flexible PTO. 

· 401K plan with 100% match on the first 5%. 

· m2e ranked as one of Inc. Magazine's 5000 Fastest Growing Companies and has been named one of the Best Places to Work by the South Florida Business Journal.

Job Purpose 

The IT Support Technician serves as the first line of support for all IT-related requests within the company. This role handles tasks ranging from basic password resets and printer issues to more complex tasks such as setting up new users or decommissioning users who are no longer with the company. This person is responsible for managing and updating the company’s ticketing system, ensuring all IT-related issues are tracked and resolved efficiently. Additionally, the position oversees the relationship with our Managed Service Provider (MSP) to ensure our IT infrastructure is being properly maintained. 

 Main Duties and Responsibilities 

• Handles tasks ranging from basic password resets and printer issues to more complex tasks such as setting up new users or decommissioning users who are no longer with the company.
• Responsible for managing and updating the company’s ticketing system, ensuring all IT-related issues are tracked and resolved efficiently
• Oversees the relationship with our Managed Service Provider (MSP) to ensure our IT infrastructure is being properly maintained.
• Document and develop processes and procedures to train team members in the use of complex technical equipment and software.
• Keep company procedures up to date.
• Document hardware and software inventory.
• Provide on-call service during off hours, evenings, weekends, and holidays when needed.

Requirements

Professional Qualifications

• Four-year college diploma or university degree in Information Technology or Computer Science is preferred but not required
• Relevant certifications such as CompTIA A+ or Network+, as well as Microsoft certifications related to Office 365, would be beneficial.
• Work on-site at multiple Office Locations.
• Ability to lift, push, pull, and carry up to 30 lbs.
• English proficiency: Fluent (Speak, read, understand, interpret content and write).
• Bilingual preferred.
• Valid state of Florida driver's license and reliable transportation required.

Minimum Experience

• 1 to 2 years of experience in a Helpdesk or IT support role.
• Experience as an IT intern or in a similar entry-level IT support position.
• Familiarity with supporting users in a business environment.
• Experience working for a Managed Service Provider (MSP) or in a helpdesk environment, with a focus on delivering exceptional customer service, is highly desirable.

Skills & Abilities

• Ability to read, comprehend, and retain technical information on computer products and systems.
• Ability to Conduct independent research, analyze, diagnose, and resolve problems.
• Excellent communication skills.
• Strong organizational skills.
• Ability to deliver exceptional customer service and respond quickly and effectively to users’ needs.
• Technical problem-solving aptitude combined with strong interpersonal skills to ensure users feel supported.