System Engineer L1

at  NetGain Technologies LLC

GENERAL SUMMARY:

System Engineer Tier 1 is typically entry-level with less than one year of experience. This person is a good communicator and a person who can manage well when the client is in a pickle and really needs strong guidance. This person should be prompt and/or know the importance of communicating ETA’s to clients. Most importantly, this person should be eager to learn while following prescribed procedures.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Experience required with Windows desktop operating systems
• Understanding of TCP/IP and troubleshooting Internet connectivity
• Understanding of the relationship between switches, hubs, patch panels, and connecting nodes to a network
• Working Knowledge of Wireless Technologies
• Understanding of Microsoft Office Products
• Create Active Directory / Azure AD Accounts
• Administer Office 365 User Mailboxes & Troubleshoot Email Issues

CREDENTIALS AND EXPERIENCE:

• New hire with no certifications
• Eager to learn
• Experience in customer service
• Takes direction from Engineers/Technicians

• Answer Help Desk calls/emails/chat requests from clients
• Respond to alerts from RMM
• Entering time in ticketing system in real-time and daily self-review of timesheet.
• Review incoming work and assist in assigning to the correct resource.
• Willing to work occasionally after business hours on high priority issues or when user initiated issues haven’t been addressed.
• Willing to work some holidays, and weekends