We are looking for a skilled and energetic support engineer with experience supporting infrastructure and end user computing for our customers both remote and at customer sites. While advanced support skills are required, a major component to the job is interfacing with customers, so a friendly personality is required. Candidates should have hands-on experience across a broad range of technologies and be comfortable working in the majority of the following areas:
Diagnose and resolve end user issues with things such as desktops/laptops, network connectivity, application compatibility, desk and mobile phones, etc.
Reset passwords in an Active Directory environment
Create, edit, or remove distribution/security groups and Windows Share/NTFS Permissions
Group Policy modification on a basic level
Image computers with WDS and MDT 2012 per client image
Troubleshoot issues with DNS/DHCP
Setup mobile devices according to company policy
Answer incoming phone calls and handle present issue or route call to proper team member
Setup Office 365 accounts from the account itself to Exchange alias’s, Full Access/Send As Rights, SharePoint, and work with DirSync and Active Directory Integration
Troubleshoot general issues with Windows 7, 8, and 10; Server 2008 R2 and Server 2012 R2; and Mac OSX
Install, Configure, and Manage Symantec Cloud Antivirus
Diagnose issues with tablets such as iPads and Surfaces’
Identify and resolve issues in Office 2010, 2013, and 2016 for both Windows and Mac
Troubleshoot networking (Layer 1 and 2) with an intermediate skill set
Determine source of client concern by gathering information from user on the telephone.
Escalate issues in a timely manner
Maintain technical knowledge by attending educational workshops, reviewing technical whitepapers, establishing personal networks, participating in technical societies.
Maintain client confidence and protect operations by keeping information confidential.
Contribute to team effort by accomplishing related tasks as needed.
Promote positive atmosphere in surrounding team members
Ability to take tests and earn certifications
Excellent customer service, written and oral skills.
Self-motivated and goal driven, with the ability to multitask and to effectively prioritize and execute tasks in a fast-paced environment.
Knowledge of Windows Desktop applications; various operating systems such as Windows 7 and 8; Windows 10 as well as Server 2008 R2 and Server 2012R2 are a plus.
Knowledge of software applications and basic hardware for the PC
Principles and terminology of networking on the Layer 1 and 2 side
Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory Domains.
Knowledge and demonstrated expertise with the management and support of Microsoft Office, Office 365, and common productivity applications.
Knowledge of wireless networking components and terminology; Familiarity with Cisco, Sonicwall, or Xirrus Wireless Networks are a plus
Awareness of commonly used Microsoft products and services
Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines.
Creating and maintaining user self-help documentation, technical documentation and procedural documentation.
*Candidates with previous Managed Service Provider (MSP) Experience considered a plus and are urged to apply*
Comprehensive background checks are performed that include Criminal, Patriot Act/Office of Foreign Assets Control (OFAC) watch list checks and Drug and Alcohol testing at least once every five years.