Systems Support Engineer II

Red River is seeking a Service Desk Technician II to join our growing team! This position will work onsite with one of our clients in the Fort Lauderdale area. This person will handle technical support requests directly from our customers and escalation from other team members. Our engineers are responsible for maintaining user uptime and improving their computing experiences through effective maintenance, problem identification, and resolution activities, as well as growing and developing the organization’s perception of the customer through exceptional customer service. Candidates must be energetic and focused, motivated to learn new technologies, management, and maintenance processes. 

Minimum Education/Certification/Experience Requirements: 

• Minimum 3 years of IT (5 years preferred) experience with IT administration and support experience with Windows administration and management of Active Directory, DHCP, DNS, and Group Policy 

• Previous Experience in a fast-paced consulting or MSP environment preferred 

Preferred Education/Certification/Experience: 

• Desired certifications: CompTIA A+, Network+, ITIL V3/V4 Foundation 

Knowledge, Skills and Abilities: 

• High level knowledge of supporting/managing/imaging OS products/devices 

• Windows/Office365 on Mac experience preferred 

• MDM experience with experience with imaging process/deployment of workstations 

• Email Administration with high level user management including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues 

• Strong domain functionality experience and knowledge of Active Directory services, Group Policy, DNS, DHCP 

• Strong ability to troubleshoot Windows and Mac OS related issues at hardware and software levels 

• Strong ability to troubleshoot Remote Desktop Services and VPN (SSL and IPSec) 

• Strong ability to troubleshoot Office365 products (Exchange/Sharepoint/Onedrive/Teams) using GUI and powershell 

• Experience with MS Intune MDM including but not limited to configuration policies, compliance policies, and app protection for various device types 

• Ticketing system/SLA experience (ServiceNow preferred) 

• Intermediate knowledge of Backup Solutions (Veeam preferred) 

• Basic understanding of core network components & troubleshooting 

• Maintaining standards and documentation on an ongoing basis as products and technologies evolve 

• Iphone/iOS troubleshooting/configuring 

• Other business duties as assigned 

• Strong consulting and communication skills 

• Confidence and experience in front of client 

• Strong ability to work in a team-based environment 

• Ability to be a self-starter and possess good time management skills 

• Strong ability to manage their ticket queue in tandem with taking client support phone calls