Support Engineer II

Description

Role Purpose:

Support Engineer II provides intermediate technical support primarily by phone or by ticket, but may be asked to go onsite as needed. The role is responsible for following the documented procedures for support, monitoring the ticket gateway, and maintaining ticket and phone SLA.

Responsibilities

• All time is documented daily (activities, projects, tickets) in the moment of doing said task in ticketing system
• In progress tickets should be handed off and documented before the end of shift
• Monitor the ticket gateway and designated queues
• Escalate issues as documented in IT Glue
• Resolve escalations from the Level I team as assigned
• Document new customer findings by creating or updating articles in IT Glue
• Assist with ISP and Vendor calls for downed services
• Building client rapport during onsite assignments (via in person troubleshooting for relevant issues, site walk throughs, face time, etc.)
• Travel up to 25-50% when assigned

Expectations

• Maintain established call and ticket SLAs as defined by Manager
• Maintain established CSAT score as defined by Manager
• Timesheet for current week submitted by end of shift Friday
• Work and document established billable hours each week
• Available for on-call weeks and all hands on deck outages
• Annual goals and objectives as set in HRIS (Human Resources Information System) and reviewed quarterly

 Technical Proficiencies

• Ticketing software - Incident management and allocating time to tickets being worked
• Remoting into systems, push scripts and run action creations
• Active Directory - Strong knowledge of how domain controllers work, group policy and security groups
• Virtualization - Strong knowledge of VMware/Hyper-V for user incident support and operational support
• Microsoft Windows/Servers - Strong knowledge of MS Windows, differentiate between physical/virtual servers, strong knowledge in server patching & maintenance, can add new drivers to print servers
• Networking - Strong knowledge of network troubleshooting skills, DHCP & DNS, ability to identify VLAN issues, and circuit/ISP issues
• Strong knowledge of AzureAD and Microsoft 365
• Microsoft Servers and Network Equipment - Installation, troubleshooting and ongoing training
• Proficiency with central repository for project documentation
• Maintain strong knowledge of technical infrastructure (servers, network, applications, etc.) for specific client assignments
• Software as assigned