IT Support Engineer

Guardian Fall Protection, Inc.

Pasadena, TX


This role is a hybrid remote position. A successful candidate will be responsible for maintaining the customer relationship and communication tied to support/project related activities.  A professional, positive team approach, desire to learn and grow, and be a champion of success is expected. 


  • Serve as initial point of contact for IT requests
  • Install, modify, and repair computer hardware and software
  • Adhere to and support the IT SLAs
  • Create and update documentation as needed
  • Travel to facilities as needed
  • Monitor servers, systems, and scheduled events to capture when errors and issues occur
  • Capture, resolve, and route if necessary end user-requests regarding PC, printer, ERP applications, Microsoft applications, and any other enterprise software solution in-use
  • Respond to requests for systems assistance via phone and electronic communication; document, track, route and monitor issues/requests to ensure timely resolution
  • Research questions using available information resources and utilize remote assistance software to troubleshoot, diagnose and resolve system issues; advise users on appropriate action(s)
  • Follow standard help desk procedures; log all interactions; redirect or escalate problems to appropriate resources as needed; identify and escalate situations requiring urgent attention
  • Assist the IT department when major disasters or major infrastructure changes occur, often by functioning as a Communication Command Center
  • Other duties, as assigned by the IT Director


 Computer/technology skills:

  • Four years’ experience with application software or a combination of education and experience (i.e. Microsoft Server, Active Directory, Microsoft Office 365 Suite, Project Management Software, VISIO, etc
  • Office 365/Azure
  • Document Management systems, Xerox Docuware preferred.
  • Virtual PBX systems
  • Training and/or practical experience in Operations Support activities and Manufacturing applications
  • Ability to lift 50lbs 


  • Prior MSP experience preferred.
  • Must be able to follow documented instructions and escalations
  • Strong organizational and time management skills
  • Strength in formal (written) and informal (verbal) communication skills
  • ConnectWise experience and Connect (Labtech) background a plus
  • Experience with DATTO a plus
  • Experience in solving user problems with Epicor a plus
  • Experience in solving connectivity and other network issues across a WAN 
  • Strong Knowledge of PC hardware and software - installing, configuring, diagnosing and troubleshooting.
  • Current knowledge of network technologies (Wi-Fi, Firewalls etc.) Ubiquity and Watchguard preferred. 
  • Knowledge of PC imaging and deployment techniques 
  • Troubleshooting connectivity and other network issues across a WAN
  • A+ certification, ITIL