IT Client Support Engineer

Company Description

Ingram Marine Group encompasses our operating units involved in transporting bulk commodities on America's inland waterways, delivering fuel and supplies to the towing industry, and providing a ship anchorage in Louisiana. As the leading carrier, we operate a fleet that transport aggregates, grain, fertilizer, coal, ores, alloys, steel products, chemicals, and other products.

We're committed to being the best at whatever we do. We're continuously growing, adapting, and responding, and we're successful because of the outstanding hard work and creative energy of our associates.

Job Description

Ingram Barge Company has an opening for a Senior IT Client Support Engineer in Nashville, TN. We're looking for a candidate who excels at delivering high-quality technical support, guiding and mentoring team members, and driving continuous improvement in IT service delivery. This role requires strong problem-solving skills, excellent communication, and the ability to manage multiple priorities in a dynamic environment.

What You Will Be Doing:

• Answering inbound calls from users to assist with technical issues 
• Using a ticketing system to resolve user issues and service requests
• Working service requests in our queue and assisting with fulfilling the user's requests
• Assigning user requests to the correct group for resolution
• Creating and maintaining documentation for all systems serviced by the Solution Center
• Installing and supporting audio/visual equipment for conference rooms
• Assisting in identification of outages to engage proper support in a timely manner
• Helping with identifying issues that arise with technicians at Level 1 Managed Service Provider: logging, troubleshooting, procedure, etc., and reporting these issues to the MSP management
• Supporting department activities with regular and prompt attendance
• Resolving problems with differing levels of complexity while using a problem management database and help desk systems
• Managing and coordinating projects involving the help desk
• Mentoring other associates and intermediate level solution center technicians while maintaining a positive team environment and advocating for the team 
• Identifying areas for training for the team
• Building business relationships across the business to fortify partnerships
• Modeling the Ingram Way
• Leveraging technical competencies such as scripting to innovate and improve processes

Organizational Competencies:

• Customer service skills
• Project coordination
• Process designer
• Documentation

Professional/Technical Competencies:

• Active Directory
• Azure
• Domain Controllers
• DNS, DHCP, RDS
• Exchange Online
• Thorough knowledge of SCCM involving endpoint management
• Intune
• PowerShell
• Windows Registry
• VM’s – Hyper-V, asset lifecycle management, cost controls and contract tracking

Qualifications

Knowledge, Skills, and Abilities:

• Associate’s degree required; bachelor’s degree preferred (degree requirement may be waived with significant, demonstrable experience)
• 2–3 years of experience in a technical support or client services role
• Preferred certifications: A+, Network+, Microsoft Azure
• Customer service skills
• Advanced troubleshooting knowledge in a server/client Microsoft environment
• Collaboration with internal team and across other departments; relationship building
• Diplomat of the Solution Center
• Solid networking knowledge
• Familiarity with IP telephony
• Proficient usage of office applications such as Microsoft Office, Adobe,
• Advanced knowledge of Active Directory, experience with Azure AD user creation, DC’s
• Advanced troubleshooting abilities for browser
• Familiarity with Apple and Android mobile devices.
• Must be comfortable communicating with users at their technical level.
• Experience troubleshooting/supporting Outlook in an exchange environment and cloud
• Must be able to adapt quickly in a fast-paced environment and juggle multiple priorities.
• Detail oriented; good writing skills for documentation purposes

Additional Information

Working Environment & Conditions:

• Ability to lift up to 75lbs on a regular basis
• Travel periodically to support remote offices
• Overtime is required on occasion to complete tasks
• On-call or after hours support required by rotation basis

All your information will be kept confidential according to EEO guidelines.

• A competitive compensation package
• Comprehensive benefits including Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
• Generous paid time off benefits
• 401K match upon first day of hire
• Life and AD&D, Employee Assistant programs, Group Legal, & more
• Associate growth and development encouraged through internal training and tuition reimbursement program

If you are requesting reasonable accommodation or disability assistance in submitting your application, you may email us at Recruiting@ingrambarge.com

Ingram Marine Group and its affiliates (“Company”) is an Affirmative Action/Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information. 

EEO/AA Employer/Vet/Disabled

We participate in EVerify

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeosp.pdf