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Senior IT Field Engineer

3 months ago

New York, New York, United States Chelsea Technologies Full time
Level 2 – Field Support Engineer (Service Desk) (Hybrid – On-site/Remote) Chelsea Technologies is a well-established, rapidly growing technology solutions and managed services provider based out of New York and Florida, executing top-tier IT services in multiple states. Chelsea Technologies is a cloud first company, and we implement the latest and greatest cloud technologies for our clients who are primarily in highly regulated industries. Chelsea Technologies is growing, and if you are seeking a role that will provide you with the opportunities necessary to build a rewarding and lucrative career, we would love to hear from you

What are we looking for? We are looking for an ambitious technical support engineer based out of the New York City area with the drive to provide incredible Level 2 IT support both remote (20%) and on-site (80%) to our clients. If you enjoy providing great customer service to clients and want to take your love of helping people to the next level in a fast-paced and challenging environment, we would love to have you join our team of talented service desk engineers.
Requirements: The Level 2 Technical Engineer role requires both proven experience with technology and outstanding personal communication skills. A positive and "can do" personality, fluent English, and customer service is key for this position as we provide our clients with extreme white glove service.

Successful candidates will enjoy building and support solutions that leverage technology to meet a client's business needs. As an escalation engineer for Service Desk team, your responsibilities will be to serve our clients by acting as a top escalation point for the most complex tickets, and mentor/training junior L1 technicians. You will be required to visit clients to complete onsite tasks and provide support. If you are ready to use your expertise and education in a unique and fulfilling environment, we are ready to reward your hard work with a competitive salary and benefits package.
  • Must be located within New York city and/or Northern New Jersey
  • Must possess a valid driver's license and be able to commute to client onsite.
  • You will act as the single point of contact to the customer for all types of service requests
  • Ability to diagnose and correct hardware and software configuration problems.
  • Ability to work flexible hours.
  • Ability to multi-task.
  • Strong attention to details.
  • Ability to plan and priorities workload without supervision and ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  • Perform onsite visits for necessary onsite changes or troubleshooting
  • Builds report and maintains strong relationships with clients by continuing with clear communication and prompt follow through
  • Improve customer service, perception, and satisfaction.
  • Fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Escalate service requests that cannot be scheduled within agreed service levels.

Skills and Experience:
  • At least 2 to 3 years of Professional IT Service Desk and/or on-site support experience with a minimum of Level 2 proficiency
  • Past Managed Service Provider (MSP) experience preferred (not necessary).
  • Excellent Customer Service
  • Problem-Solving Skills
  • Critical thinking
  • Excellent verbal and written communication
  • Proficiency with all Windows Operating systems (Windows 10 and 11) and Apple Mac.
  • Proficiency with Windows Server environments, Active Directory, Group Policy, Office 365
  • Proficiency with the Azure Platform, Azure Virtual Desktop, Azure Active Directory.
  • Proficiency with Office 365, M365 and licensing.
  • Proficiency with LAN/WAN/Wireless - Switches, Routers, Access Points, and Firewalls (Experience with Fortinet FortiGate and HP is a plus)
  • Remote desktop services
  • Network Printers and Scanners.
  • Cable management
  • Backup solutions
  • ConnectWise and IT Glue knowledge is a plus
  • MS Intune/Mobile Device Management
  • Video conferencing and audio/video equipment
  • Technical documentation
Education:
  • Bachelor's degree in IT or equivalent work experience.
  • Microsoft Certifications and/or any other IT related certifications are a plus.
  • Past MSP Experience is a plus