LEVEL 2 Help Desk + Computer Support Engineer

Job Description

Job Description

We are The I.T. Concierge for our clients.

We provide a superior customer experience and top-tier support.

If you :

• love working with people,
• love providing boutique-level customer service,
• Are solution-focused
• Are a superb problem solver
• Highly adept with Business Technology;
• Calm would love to speak with you.

We are currently seeking a highly skilled Level 2 Computer Engineer with the drive and determination to help us support our client base.

This position reports to our I.T. Service Manager. We are looking for an individual who is a problem-solver and has a proven track record of working within a team environment to successfully address challenging user computing issues, and is accustomed to leveraging technical training opportunities to improve their skills.

If you have the experience and the desire, we'd like to talk to you.

Our Level 2 Engineers are responsible for maintaining user uptime and improving their computing experiences through effective remote maintenance and problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional, concierge-level customer service.

Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes.

This position requires dedication, persistence, follow-up, effective utilization of provided resources and unbeatable customer service.

This position will include identifying user problems and working within a structured problem management and resolution process to remediate them within established SLAs, and involves working with other resources and vendors to deliver effective and exceptional technical support services.

Responsibilities include identifying, documenting and troubleshooting user computing issues to resolution and maintaining customer satisfaction.

Job duties include utilizing our professional services automation (PSA) solution, our RMM, along with other service-specific tools and technologies to deliver remote and onsite user support services and update service request information and collaborate and work with other staff and vendor support resources to resolve issues.

Overall relationship management and the ability to coordinate required resources to respond to complex IT requirements are desired.

Other requirements include participating in ongoing training and attainment of manufacturer certifications and developing and maintaining relationships with user and vendor contacts.

We define technician levels based on their skillset for each category of device / technology.

For this Level 2 Technician Position, candidates must possess the below skillsets, knowledge and experience.

Scale

1 Virtually zero experience

10 Master of the subject / field / area.

Level 2

• I.T. Industry Experience Required :
• 3 Years minimum total I.T. Industry / tech experience.
• MSP experience 1-2 years minimum
• PC Skill Scale :
• 4 to 6 out of 10.
• Servers :
• 3 to 5 out of 10.
• Networking :
• 3 - 5 out of 10.
• Apple Mac :
• Should have very basic fundamental knowledge of Apple Macintosh computers;
• Should be able to navigate the OS and troubleshoot basic issues.
• Mobile Devices : iOS, Android :
• Should have basic and fundamental working knowledge of mobile devices, primarily iOS, and business functions;
• Email, Contacts, Calendar, Exchange / O365, etc.
• A level 2 technician for our company must be :
• Very skilled with Windows Desktop OS (7 & 10)
• Reasonably skilled at networking; both wired and WiFi.
• Should be able to troubleshoot common networking and wireless issues.
• Should be able to install new Meraki or Ubiquiti Firewalls with some assistance from a L3 tech.
• Should be able to install switches, WAPs, and other network components with some assistance from a L3 Tech..
• Basic fundamental working knowledge of Windows Servers.
• Understand how a PC interacts with a domain
• Be able to troubleshoot and diagnose common and basic Windows server errors, issues, etc.
• Active Directory should be able to easily add, remove, manage users, permissions, etc.
• Should be able to assist L3 tech with install of a new Windows Server or migration of existing Server.

Other Minimum Skills Required :

• Minimum three to five years experience
• Microsoft Certified Professional status
• System Experience Required :

o Windows 7 and 10

o Windows 2012 R2 and above,

o Exchange 2010 and above,

o Virtualization Technologies;

Hyper-V (Primary)

VMWare (Secondary)

o Office 365

o Macintosh, iOS and Android not required but a plus.

Firewalls :

o Meraki, Ubiquiti, some SonicWall

Networking :

o Switches, Routers, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP / IP, DNS, DHCP

• Must have ability to install new hardware, system and software or network components mostly unassisted.
• Install, configure, maintain network services, equipment and devices
• Install and support back-up and restore technologies
• Plan and support network and computing infrastructures
• Perform troubleshooting analysis of servers, workstations and associated systems
• Document network problems and resolutions
• Manage user accounts, permissions, email, ant-virus and anti-spam
• Excellent knowledge of our supported software and technologies
• Strong interpersonal skills required to effectively communicate with users and vendors
• Passion for teamwork, continuing education, problem solving and exceptional customer service
• Must be well spoken, outgoing, organized, detailed-orientated, dependable and flexible
• Experience with HP, Cisco and Citrix technologies a plus
• Valid driver's license and proof of insurance
• Background check and drug screen required
• Reliable transportation

This Position Entails :

• Troubleshooting user problems onsite and remotely.
• Accurate documentation of all activities conducted
• The ability to manage, maintain, troubleshoot and support our users’ networks, equipment, software and services
• The ability to learn quickly and adapt to changing requirements

The Successful Candidate must be :

• Love working with people
• Always polite and calm with clients.
• Professional and articulate
• Interpersonally adept
• Technically proficient
• A relationship builder
• A problem solver

Benefits include group medical / dental insurance, paid vacation, holidays, personal & sick time and training reimbursement.

Our generous compensation plans are structured as salary plus bonuses for meeting utilization, compliance and customer service requirements, with initial compensation commensurate with relevant experience.

Remote / flexible work schedule offered.

We have a fun, flexible, small business work environment where hard work is rewarded.

We just want to work hard, delight our clients, and save the world one computer at a time.

Qualified candidates please submit a current resume, along with salary history.