IT Service Engineer - Tier 2

​​​ General Summary:

A Service Engineer should excel in integrating and resolving issues within environments that include Windows Server, Exchange, Office 365, IIS, networking, VPNs, firewalls, backup systems, and more. They must possess strong skills in the most common Microsoft, cloud, and networking technologies. With at least 2 years of hands-on experience, this individual should be an effective communicator, capable of providing strong guidance when clients face challenges. Promptness and the ability to communicate ETAs to clients are essential qualities for this role.

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
• Solid dependable engineer, follows directions and maximizes billing opportunities
• 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'