IT Service Engineer - Tier 2
Flagstaff, AZ
Full Time
Managed Services
Experienced
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:
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
- 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
- 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
- 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'
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