Level-2 Support Engineer

Basic Requirements for This Role

• Be available for telephone or email support during the hours of Monday-Friday from 7:45AM-5PM.
• Open, continuously update, and close help desk tickets and pro-actively manage engineer’s tickets to timely resolution.
• Answer and return all client calls quickly and with courtesy.
• Create, monitor and print out daily and monthly Reports for CFO and engineers.
• Run numerous daily backup tests.
• Monitor incoming emails to be 100% sure that bad/unsafe emails are blocked & that good/safe emails are allowed thru.
• Respond to all incoming emails from clients appropriately and timely.
• Document and log client communications for purposes of accurate billing and documentation.
• Must be able to work closely and take direction from Management and Senior Engineers to resolve any issues.
• Perform internal projects/tasks as required.
• Must be able to work early mornings, late evenings or weekends as required or at least be available to.

The ideal candidate for this position will meet the following criteria

Major Responsibilities

• Exceptional people skills required.
• Strong organizational skills.
• Previous experience opening support tickets.
• General break/fix technical skills.
• Skills in all versions of Windows, Spam, Malware, Viruses, etc.
• Skills on the server-side are a MAJOR PLUS.

Minor Responsibilities

• Create tickets / assign to engineers incoming calls if needed.
• Troubleshoot client issues / prioritize issues.
• Join daily engineering conference call.
• Monitor incoming emails in addition to phone calls for ticket / prioritization.

Qualifications (Knowledge, Skills, Abilities)

• OS Platforms: Windows XP, Windows 7, Windows 10 and Windows Server, (e.g. Windows 2003 Server, Windows 2008 and 2012 a plus)
• A + certified or equivalent experience
• MCSE certification a plus
• Knowledge of Windows Server / Active Directory a plus
• Knowledge of remote access / Zoom
• Ability to rid Malware / Virus using industry standard utilities **
• Ability to troubleshoot basic PC networking issues (i.e. does PC have IP address, is email flowing, etc.)
• Ability to troubleshoot issue with common office productivity applications such as MS Office (versions 2010-2016)
• Knowledge of various PDA (iPhone, Android, iPad, etc.)

Major Plus but not required (Knowledge, Skills, Abilities with:)

• Microsoft Active Directory / Exchange
• N-Central, Kaseya, or other RMM tool(s)
• ConnectWise
• Whole Disk Encryption
• Citrix / VDI
• VPN technologies
• Firewalls (Cisco, WatchGuard, SonicWALL, Fortinet, Palo-Alto)
• Mail flow / DNS records / spam blacklists & whitelists