IT Support Engineer

United Flow Technologies is a platform established in July 2021 to invest in the municipal and industrial water and wastewater market. UFT has partnered with market leading businesses to create a national provider of process, pump, automation & control, and other equipment solutions. And we’re just getting started making strategic partnerships to provide clean water across the country!

The IT Support Engineer will be responsible for providing technical support to customers via phone, email, or in person. The engineer will troubleshoot and resolve technical issues related to hardware, software, and networks. Will also assist with the installation and configuration of computer systems and software and provide training and guidance to users on the proper use of equipment and software.

The IT Support Engineer will also maintain and evaluate computer networking and telecommunication systems; install, configure, and maintain both physical and virtual computer servers, including server patching. Occasionally, the engineer may be required to work in shifts and be available to provide support outside of normal business hours.

Role requires working onsite in our Irving, TX office 5 days/week, and occasional travel to other locations within the allocated region.

What you will do:

- Provide technical support to customers: This includes troubleshooting and resolving technical issues related to hardware (Dell, VMs preferred), software (O365, Configuration management system, Sophos/Sentinel One, Windows OS), and networks (Cisco, Fortinet, Checkpoint, Meraki).

- Assist with installation and configuration of computer systems and software: This includes providing guidance and instructions to customers on how to set up and use their equipment and software.

- Establish network specifications by conferring with users, monitoring network performance issues including availability, utilization, throughput, and latency. Analyze workflow, access, information, and security requirements. Designing network device administration, including interface configuration and routing protocols.

- Manage established Cyber training program using KnowBe4, onboards/offboard users on time and publishes weekly security report to the management team.

- Upgrade network by conferring with vendors; developing, testing, evaluating, and installing enhancements.

- Maintain customer information: This includes opening new ticket using helpdesk system, updating customer records, and resolving customer complaints in a timely and efficient manner.

- Provide training and guidance: Support Engineer provides training and guidance to customers on the proper use of equipment and software.

- This position requires up to 20% travel.

Background/ Experience:

- 4-8 years of IT Support experience (Level 2 or Level 3)

- Degree in computer science or related field or equivalent work experience

- MCSE a plus

- 3+ years of IT networking (WAN, LAN, Wireless LAN, Telephony) experience

- O365, Teams voice, Intune and Exchange experience

- 3+ years of experience in PC systems setup and support

- Networking standards and protocols knowledge

- Knowledge in a multi-location networked environment

- Cisco/Checkpoint/Fortinet/Meraki, Manage Engine knowledge a plus

- Excellent written documentation skills (proficiency in English, good grammatical skills) and experience producing user-facing as well as IT documentation.

- Strong problem-solving skills

Required Technology Experience:

- Office 365, SharePoint, Teams, Teams Voice, OneDrive, Azure Active Directory, Intune

- Windows 10,11

- Dropbox, Egnyte

- Zoom, Zoom room

- Desktop, laptop, Conferencing equipment’s and Printer

- LAN and WAN Knowledge: Cisco Meraki, Cisco and Fortinet Firewalls

Desired Technology Experience:

- Microsoft Defender, Sentinel One, Tenable. io, Automox

- Cohesity backup

- KnowBe4

- Manage Engine

We are manufacturers’ representatives, partnering with leading equipment providers to provide world class products, efficient solutions, and valuable services to municipalities and industrial customers across the United States.