IT Support Desk Engineer II

Responsibilities

• Provide a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment.
• Respond to auto generated ticket alerts both critical and non-critical.
• Monitor and work tickets in ticket system for client submitted requests.
• Acknowledge and respond to tickets based on Managed Services SLA.
• Be part of a phone call queue for client call in requests.
• Review monthly client reports and provide resolutions solutions based on generated reports.
• Escalate tickets to internal departments and clients IT departments.
• Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.
• Remote application and hardware support for switches, routers, firewalls, servers, and storage.
• Monitor and analyze customer networks, systems, backups, and security appliances.
• Work with customer’s primary field engineer to perform work on an as needed basis.
• From time to time, project manage internal department initiatives.
• Contribute and enhance internal department process/system documentation.
• Follow policies and procedures on a department and per client basis.
• Conduct training of customers or colleagues in both formal and informal environments.
• Maintain documentation of customer technical information as it relates to procedures, servers, applications, infrastructure, and remote support instructions.
• Be part of an on call after hours/weekend on call rotation every 8-10 weeks (additional compensation).

• 3+ years’ experience working in an IT service role, systems administration, and network administration.
• 5 years’ experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment.
• 4+ years’ experience working in a customer facing IT service role.
• Advanced knowledge of network printing, Antivirus software packages, core server administration within Microsoft Windows Server, Mac OS, Mobile operating systems (apple iOS and Android).
• Advanced knowledge of Microsoft Windows Desktop & Server Operating System.
• Associate degree in a technology‑related field or a combination of education and relevant experience.
• Customer service‑oriented skillset.
• Basic knowledge of network printing.
• Basic knowledge of Antivirus software packages.
• Basic knowledge of core server administration within Microsoft Windows Server.
• Basic knowledge of Mac OS.
• Basic knowledge of mobile operating systems:
  Apple iOS and Android.
• Bachelor’s degree in a technology‑related field (preferred).
• Three or more of the following certifications: A+, Network +, Server+, Microsoft O365 or Azure certifications, Cisco Certification Technician (CCT) (preferred).

Demonstrates expertise in IT service delivery, including systems and network administration, with a strong focus on customer service and technical support. Proficient in troubleshooting Microsoft Windows environments and managing network infrastructure.