System Engineer II

Friday, April 14, 2017

The System Engineer II position plays a direct role in the quality of service our company provides.  Our System Engineer II handles 80% if the technical issues submitted to our Help Desk. This requires a strong technical skillset, great customer service, solid communication skills and the desire to continue to expand one’s knowledge of technology.  These skills will be used in a fast-paced, fun, team oriented and customer service minded environment.

Job Duties and Responsibilities:

  • Provide support for complex troubleshooting for workstation, server and network related issues including but not limited to: operating system functionality, software installation and troubleshooting, VoIP configuration, email configuration and support, mobile device management, disaster recovery, virus/malware detection and removal.
  • Perform systems administration for Windows Servers, Exchange Servers and Desktop operating systems across multiple customers.
  • Monitor and troubleshoot client backups.
  • Workstation and peripheral diagnostics and support.
  • Escalate customer issues through the proper channels.
  • Manage tickets according to severity and priorities.
  • Maintain client security levels and confidentiality of information.
  • Clearly document support issues and all steps performed in Connectwise ticketing system.
  • Monitor trends from client tickets to isolate possible chronic issues with software, workstation, server or network infrastructure that indicate failing hardware or software corruption.
  • Update and maintain client passwords, software support and installation, network equipment changes, server changes whenever possible.
  • Provide technical guidance to Level I by assisting with customer issues and providing training.
  • Update service and project tickets and communicate with clients on a daily basis or as required until an issue is closed.
  • Be held accountable for measurable objectives including ticket touches, ticket closures and time to resolve
  • Take client calls to resolve help desk issue.
  • Cultivate working relationship with client point of contacts and user base.
  • Responsible for On-Call technical support after hours and on weekends.
  • Any other job duties assigned by management from time to time not specifically listed here.

Qualifications (Education, Experience, and Certifications):

  • Microsoft Certification (MCSA/MOS) and Network+ Certification preferred but not required.
  • Bachelor’s degree (BA/BS) from an accredited 4-year school is a plus.
  • Minimum of 3 years of experience working on a technical helpdesk or equivalent network administration role in supporting large customer base.
  • Minimum of 3 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment.

Knowledge, Skills and Abilities:

  • Highly customer focused with ability to provide excellent customer service and professionalism.
  • Excellent written and verbal communication skills.
  • Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.
  • Must be dependable and able to work both individually and in a team environment.
  • Must possess strong sense of ownership of client relationships.
  • Positively represent the company to clients and provide empathetic and friendly customer service at all times.
  • Must have competent knowledge of DNS, DHCP, IP, SMTP, FTP, HTTP, and HTTPS protocols and LAN networking/distributed computing environments (client/server).
  • Working knowledge of Windows Server and advanced knowledge of Active Directory Group Policies and Replication.
  • Possesses ability to work in fast paced and challenging environment troubleshooting.
  • Possesses excellent time management and organizational skills to manage case load of old and new cases in Tier II engineers’ individual case queue.
  • Ability to quickly and accurately analyze root cause and solution for client reported workstation, server or network related issues within several minutes to couple hours.
  • Ability to learn new technologies quickly and retain information from our many different client network infrastructures, software solutions and remote connectivity.
  • Must be able to act and display a sense of urgency as appropriate.
  • Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.
  • Working knowledge of common off the shelf applications and basic troubleshooting knowledge for those applications.
  • Navigation of common mobile device platforms.

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