POSITION SUMMARY

Support Engineers handle Tier 1 and Tier 2 service requests both remotely and onsite. They troubleshoot technical issues, answer service desk calls, and escalate problems when needed. Responsibilities include maintaining a healthy ticket queue, logging time and notes in real-time, and managing their daily schedule.

REQUIRED TECHNICAL SKILLS

• Skilled/Experienced proficiency in and ability to troubleshoot:
• Windows 10 and 11 Operating Systems
• Workstation and Server Hardware
• Printer and Multi-function devices and technologies
• Standard Windows Applications.
• Microsoft Office Suite
• Email and Mobile Device connectivity
• Basic proficiency in and the ability to troubleshoot:
• Mac OS troubleshooting
• IPv4 and IPv6 technologies
• LAN/WAN connectivity issues
• Hyper-V, vSphere, Citrix, SQL, and Terminal Services
• Active Directory
• Windows Server2008– 2022
• VPN connectivity troubleshooting and configuration (Cisco, SonicWall, OpenVPN, IPSec)
• Microsoft 365 and Microsoft Azure

EDUCATION

• High School Diploma or GED (Two years college or equivalent work experience preferred).

Experience

• Two years working in a Technical Support/Service Desk environment preferred.

Certifications and Licenses

• CompTIA A+ or Equivalent required.
• CompTIA Network+ or Equivalent preferred.

Compensation: $53,000.00 - $62,000.00 per year

• Identify, troubleshoot, and document user issues to resolution, while maintaining superior customer satisfaction.
• Work with end users to resolve reactive support requests. These issues will be related to Windows servers and desktops, Microsoft cloud services including Microsoft 365 and Azure, firewalls, managed switches, and LAN/WAN connectivity issues.
• Work to resolve proactive alerts and monitors generated by the NOC. These issues will be related to backups, viruses, impending hardware failures, licensing issues and more.
• Manage your daily ticket queues and schedule to ensure all assigned tickets are resolved and responded to within preapproved targets.
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Improve customer service, perception, and satisfaction.
• Effectively communicate the scope of work for all hourly clients.
• Work in a team and communicate effectively.
• Escalate service or project issues that cannot be completed within agreed service levels.
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in AutoTask as it occurs.
• Adheres to TeamLogic IT’s HIPAA and information security policies.
• All other duties as assigned.