IT Service Engineer - Tier 2

General Summary:
Service Engineer should be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Exchange, Office 365, IIS, networking, VPN's, firewalls, backup systems and more. They should be strong in all the most common Microsoft, cloud, & networking technologies. In addition to strong technical aptitudes, backed by at least 2 years of in the trenches experience, this person is a good communicator and a person who can manage well when the client is in a pickle and really needs strong guidance. This person should be prompt and/or know the importance of communicating ETAs to clients.
Position Responsibilities:

• DAILY time entry accounting for work performed.
• Realtime tracking of ticket notes
• Mentor Tier I engineers with Difficult Tier 1 Tickets
• Mentor Tier I engineers with Intro Tier II Tickets
• Field Tier II support tickets
• Triage Tier III support tickets
• Responding to clients in a timely manner
• Notifying Service Coordinator of escalations
• Collaborate with Tier 1 and Tier 3 technicians on escalated customer support requests
• Document resolutions and create knowledge base articles
• Must provide quality customer service skills in all forms of communication
• Recognize and communicate potential issues immediately for rapid resolution
• Establishing good relationships with all departments and colleagues
• Documentation of Client Networks
• Takes ownership of tasks and follows through to ensure complete resolution
• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
• Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
• Critical Application installation
• Ability to travel onsite to client’s location on a regular basis

Knowledge, Skills, and/or Abilities Required:

• Must be flexible, prioritize workload, able to manage multiple tasks
• Ability to shift focus and priorities throughout the day
• Ability to effectively handle stress and pressure consistent with the job duties and industry
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Professional, pleasant, and patient in demeanor
• Excellent organizational, written, and verbal communication skills are necessary
• Is self-motivated and can be self-directed when necessary
• Enjoys sharing information, supporting others, and working on a team to achieve team goals
• Ability to provide accurate time estimates for how long a task will take
• Experience required with Windows operating systems
• Understanding of TCP/IP and troubleshooting Internet connectivity
• Experience with routers and firewalls
• Experience with Terminal Services
• Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
• Understanding of DNS services
• Working Knowledge Firewall Technologies - Sophos and Cisco
• Working Knowledge of Wireless Technologies

Requirements:

• Ability to prioritize tasks and adapt to changes quickly
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
• Must be able to work with a team and broad user community
• Ability to lift and move >50lb
• Must pass a background check

Credentials and Experience:

• Engineer with two to four years’ experience
• Minimum 2 years’ experience – Switching, VLAN, Routing, Firewalling Support
• Minimum 2 years’ experience – Wireless Networking
• Minimum 2 years’ experience - Server Hardware Technologies (CPU/RAID/SCSI) Support
• Minimum 2 years’ experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
• Has at least one certification. The following certifications are preferred: MCITP, MCP, CCNA/CCDA/CCNP, Project+, Network+, Apple, A+, Net +, Security +
• Solid dependable engineer, follows directions and maximizes billing opportunities
• Consistently receives good client feedback'