Job Description:

Job descriptionIf your skills, experience, and qualifications match those in this job overview, do not delay your application.GENERAL SUMMARY:The Support Engineer is responsible for providing Tier One and Tier Two technical assistance to customers with system and network requests. The Support Engineer will be expected to work on-site and may be asked to go on-site to client offices to resolve issues that cannot be resolved remotely. The Support Engineer will primarily be receiving support requests via inbound phone calls but may also receive email and chat support requests.Essential Duties and Responsibilities:IT Support relating to issues with the systems and network infrastructureSupport and Administrate Microsoft related technologies: Windows Server, Exchange, SQL, Office 365, etc.Support and Administer virtualization technologies: VMware, Citrix, and Microsoft Hyper-VTechnical services and support at the network level: WAN and LAN connectivity, routers, firewalls, switches, servers and security devicesAdminister hosted and cloud solutions for customers using technologies that meet their requirementsSupport disaster recovery solutionsSupport and Administer remote access solutions: VPN, Terminal Services, and CitrixMonitor the remote monitoring and management system alerts and notifications, and respond accordingly through service ticketsAdministration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system reviewDocument maintenance for all computer systems and network infrastructureCommunication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed scheduled maintenance windowsAdditional Duties and Responsibilities:Improve customer service, perception, and satisfactionAbility to work in a team and communicate effectivelyEscalate service or project issues that cannot be completed within agreed service levelsBusiness awareness: specific knowledge of the customer and how IT relates to their business strategy and goalsDocument internal processes and procedures related to duties and responsibilitiesResponsible for tracking time and expenses as they happenUnderstand internal business processes by completing assigned training materialsWork through tickets that have been assigned through the dispatch processWork through project tickets and phases as assigned by a Project ManagerEnter all work as service or project tickets into ticketing toolReview IT publications and online materials to remain up-to-date with current and future technologies emerging in the industryKnowledge, Skills, and/or Abilities Required:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Interpersonal skills: such as telephony skills, communication skills, active listening and customer-careDiagnosis and troubleshooting of technical issuesAbility to multi-task and adapt to changes quicklyTechnical awareness: ability to match resources to technical issues appropriatelyService awareness of all organization's key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service request detailsSelf-motivated with the ability to work in a fast moving environment