Level 1 Technical Engineer

Overview

A Level 1 Technical Engineer will be responsible for handling all networking support requests by telephone, email or chat in a personable and friendly manner with clients. As a member of our service team, you will need to be prepared to diagnose and troubleshoot service requests escalated by our Help Desk, deploy and manage a small business network infrastructure, train other service team members, and maintain processes/procedure documentation.

• Provide support to tickets, and tickets escalated from Level 1
• Configure and install switches, servers, firewalls, APs (as needed)
• VoIP configurations, managing current VoIP clients (as needed)
• Provide support and management of various compliance requirements for clients, e.g., SLED, PCI (as needed)
• Management of DNS
• Assist in antivirus software installation and management
• Configure network shares with appropriate permissions, scan-to-folder and email
• On-site support, should the need arise
• Internal: be organized with work; support tickets tracking (meeting metrics of the job); adding time and log of tickets completed in a timely manner with precise details for great communication with the client
• Certifications as requested by Management

• 6-hour daily model
• Ticket efficiencies: average ticket time 30 minutes
• Customer surveys (ticket surveys, monthly surveys)

• 1 year experience in Information Technology
• Active Directory administration experience with Microsoft Windows Server 2012, 2016, 2019, and 2022 (preferred)
• Desktop support for Microsoft Windows 7, 10, and 11
• Experience with Hyper-V (preferred)
• Ability to troubleshoot a variety of IT related issues in a business network environment (including, but not limited to, Microsoft Windows Server & Desktop OS, Microsoft Office & Office 365, Network, VOIP, Internet issues, Peripherals, equipment at client locations)
• Special consideration will be given to applicants with technical certifications

• Valid driver’s license with good driving record
• Able to pass a background check
• US work authorization required
• Duties may require being on call periodically and working outside normal working hours
• Ability to lift standard computer equipment (PCs, Printers, etc)