Senior Information Technology Support Engineer

The Level 2/3 Technical Engineer role requires both proven experience with technology and outstanding personal communication skills. A positive and "can do" personality, with customer service as key for this position as we provide our clients with extreme white glove service.

• Building and supporting solutions that leverage technology to meet a client’s business needs
• Acting as an escalation point responding to L2 ticketing requests.
• You will act as a point of contact to the customer for all types of service requests

• Ability to diagnose and correct hardware and software configuration problems.
• Ability to work flexible hours.
• Ability to multi-task.
• Strong attention to details.
• Ability to plan and prioritize workload without supervision and ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.

• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Builds reports and maintains relationships with clients by continuing with clear communication and prompt follow through on ticketing.
• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Escalate service requests that cannot be scheduled within agreed service levels.

• Windows Operating systems (Windows 10 and 11) and MacOS.
• DNS, DHCP, and General Networking Troubleshooting
• Jamf
• Office 365
• LAN/WAN/Wireless
• Network Printers and Scanners.
• Connect Wise and IT Glue knowledge is a plus.
• Video conferencing and audio/video equipment.
• Technical documentation
• Laptop/Desktop setup and deployments
• Maintain asset inventory (receipt, storage, tracking, and decommissioning) and network, systems, and organizational documentation.
• Experience in first and second level help desk/desktop support
• Triage user requests and requirements and recommend effective technological solutions.
• Provide support for conferencing systems:
  Teams, Zoom. Setup video conferences and presentations
• Deskside support for Zoom soft phone, network printers, and workstation peripherals.
• Documentation on time and accurately;
  Daily reporting post on-site, SOPs, tickets, time entries, expanse entries, and weekly timesheets

Bachelor’s degree in IT, Computer Science, or related field.

High School Diploma or Associate’s degree in IT or equivalent work experience.

Microsoft Certifications and/or any other IT related certifications are a plus.

• Productivity Tools: Experience with Microsoft M365 Suite (BP, E3, E5), Microsoft Teams, Microsoft Co-Pilot, Slack, Docu Sign, and Adobe Pro.
• Business Applications: Knowledge of Microsoft Dynamics or Oracle Net Suite, Portfolio Management Systems, Rippling HR Software, and Snowflake is a plus.
• Cybersecurity: Expertise in Microsoft Entra-, Microsoft Authenticator, Microsoft Intune, Microsoft Purview, Microsoft Sentinel (SIEM), JAMF, Crowd Strike, Proofpoint, 1
  
  Password, Zscaler, Axonius, 24x7 SOC with SIEM, MAM, Microsoft 365 Suite Backup, and Cyber CNS.
• Systems Management: Proficiency in Connect Wise RMM, HaloITSM, and IT Glue Documentation.
• Professional IT Service Desk and experience with Level 2 and 3 proficiency
• Problem Solving Skills
• Critical thinking
• Excellent verbal and written communication
• Proficiency with all Windows Operating systems
• Proficiency with Windows Server environments, Active Directory, Group Policy, Office 365
• Proficiency with the Azure Platform, Azure Virtual Desktop, Office 365, and M365.
• Proficiency with LAN/WAN - Switches, Routers, Access Points, and Firewalls (Fortinet experience a plus)
• Experience with backup solutions
• Video conferencing and audio/video equipment