System Engineer L2 - Help Desk Tier 2 at NetGain Technologies LLC

Lexington, Kentucky, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Jun, 26

Salary

60000.0

Posted On

25 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Networking Technologies, Coordination, Communication, Client Support, Remote Support, Onsite Support, Service Level Agreements, Documentation, Windows Server, Active Directory, Exchange Online, Workstation Hardware, VMware Virtual Servers, Cisco Switching, Firewalling Support, Data Backup and Recovery

Industry

IT Services and IT Consulting

Description

Description Job Summary: The Systems Engineer L2 are strong in all the most common and popular networking technologies. This role requires excellent coordination and communication skills to ensure clear and consistent interactions with both internal personnel and clients. Key Responsibilities: Escalations from Tier 1 for client support Provide remote and onsite support for technology issues to managed services clients. Ensure timely response to service requests, meeting or exceeding targeted quality levels or Service Level Agreements (SLAs). Document all time and work in service tickets with detail and in real-time. Maintain consistent communication with clients regarding pending service requests. Follow all safety and security procedures at NetGain Technologies and customer locations. Return all inter-company business calls or emails within one business day and check email at least hourly throughout the shift. Ensure delegated tasks and duties are carried out properly and timely. Participate in mandatory meetings and huddles. Maintain certifications and stay updated on new technologies to better serve customers. Work unsupervised in a remote location when necessary. Configuration & troubleshooting of end users connecting to Exchange & Exchange Online Understanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, & hard drives. Troubleshooting and maintaining Windows Server & Active Directory Configure file, print, and remote access services Administration, including add/remove users and groups, configuring file permissions, checking event logs, configuring, and restoring from backup Administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases. Log and track client issues and resolutions in ticketing system in real-time, ensuring documentation is detailed for future reference. Create and Troubleshoot VMware virtual servers Experience: Two to four years’ hands-on experience in the IT Field Minimum 2 years’ experience – Cisco Switching, VLAN, Routing, Firewalling Support Minimum 2 years’ experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support Minimum 2 years’ experience supporting Windows Server Operating Systems Has at least one certification. The following certifications are preferred: MCP, CCNA/CCDA Network+ Solid dependable engineer, follows directions and maximizes billing opportunities Consistently receives good client feedback Skills: Proficiency in troubleshooting advanced network and server configurations. Ability to troubleshoot onsite workstation, network, and physical server issues. Ability to install and configure standard business applications. Understanding of home and business networks. Understanding of TCP/IP and troubleshooting Internet connectivity Experience with routers and firewalls Experience with Terminal Services & Citrix Understanding of the relationship between switches, hubs, patch panels, and connecting nodes to a network Understanding of DNS & DHCP services Working Knowledge of Firewall Technologies. Cisco & Fortinet preferred. Working knowledge of NAT and ACL’s. Working Knowledge of Wireless Technologies Ability to pay close attention to detail while performing technically detailed tasks Ability to deal effectively with stressful situations Ability and willingness to recognize when it is necessary to ask for technical expertise from others. Ability to provide accurate time estimates for how long a task will take Understands that the success of individuals is measured by the success of their teams Ability to quickly learn new technologies using self-study materials and intuition Strong communication, problem-solving, and organizational abilities. Working Conditions: Combination of work-from-home and in-office work depending on specific position requirements. Occasional visits to clients, suppliers, and professional conferences. Travel by ground and air may be required. This is a results-oriented position and may be considered stressful. Essential Functions: Prioritize client needs and support the company's business goals. Provide ongoing support and expertise to clients and co-workers. Maintain certifications and learn new technologies. Communicate effectively to ensure all issues and requests are completed. Work unsupervised in remote locations when necessary. Confidentiality: Maintain confidentiality of all financial, proprietary, technical, security, sales, human resources, and marketing information. WHAT’S IN IT FOR ME? Health, Dental, Vision Insurance 100% Company-paid Disability Insurance/Life Insurance Responsible Paid Time Off 401K Matching Paid Certification Training Monetary Tenure Recognition Professional Overview In business since 1984 Large regional business with 6 locations across the Southeast Region Ranked as a top MSP in the World by MSP Mentor Member of 35B association; offerings services throughout the US Professionally managed using Best in Class metrics and procedures Requirements Requirements: Education: Required: High School diploma or equivalent. Preferred: Associate's degree or higher in Information Technology or a business-related field. Certifications: Cisco CCNA (or equivalent network vendor certification) Microsoft AZ-104 Physical Requirements: Ability to sit and walk within office areas. Ability to lift 50 lbs and unbox/install equipment. Must have systems online, logged in, and ready by the start of the shift. Coordination of breaks with the team or manager. Other Requirements: Fluency in English (read, write, and speak). Mathematical abilities for scheduling and basic accounting functions. Reasoning ability to resolve logistic or process control problems.

Responsibilities

This role involves handling escalations from Tier 1 support, providing remote and onsite technology assistance to managed services clients, and ensuring timely response to service requests while meeting SLAs. Key duties include documenting all work in real-time within service tickets and maintaining consistent client communication regarding pending requests.