IT Support Engineer

Found in: beBee jobs US - 1 week ago

Flagstaff, Arizona, United States Executech Full time

IT Support Engineers should be able to execute with a high degree of success in integrating and/or solving problems in environments rich in Windows Server, Exchange, Office 365, IIS, networking, VPN's, firewalls, backup systems and more. They should be strong in all the most common Microsoft, cloud, & networking technologies. In addition to strong technical aptitudes, backed by at least 2 years of in the trenches 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 ETAs to clients.
Position Responsibilities:

  • DAILY time entry accounting for work performed.
  • Realtime tracking of ticket notes
  • Mentor Tier I engineers with Difficult Tier 1 Tickets
  • Mentor Tier I engineers with Intro Tier II Tickets
  • Field Tier II support tickets
  • Triage Tier III support tickets
  • Responding to clients in a timely manner
  • Notifying Service Coordinator of escalations
  • Collaborate with Tier 1 and Tier 3 technicians on escalated customer support requests
  • Document resolutions and create knowledge base articles
  • Must provide quality customer service skills in all forms of communication
  • Recognize and communicate potential issues immediately for rapid resolution
  • Establishing good relationships with all departments and colleagues
  • Documentation of Client Networks
  • Takes ownership of tasks and follows through to ensure complete resolution
  • Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
  • Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
  • Critical Application installation
  • Ability to travel onsite to client's location on a regular basis

Knowledge, Skills, and/or Abilities Required:

  • Must be flexible, prioritize workload, able to manage multiple tasks
  • Ability to shift focus and priorities throughout the day
  • Ability to effectively handle stress and pressure consistent with the job duties and industry
  • Ability to pay close attention to detail while performing technically detailed tasks
  • Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
  • Professional, pleasant, and patient in demeanor
  • Excellent organizational, written, and verbal communication skills are necessary
  • Is self-motivated and can be self-directed when necessary
  • Enjoys sharing information, supporting others, and working on a team to achieve team goals
  • Ability to provide accurate time estimates for how long a task will take
  • Experience required with Windows operating systems
  • Understanding of TCP/IP and troubleshooting Internet connectivity
  • Experience with routers and firewalls
  • Experience with Terminal Services
  • Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
  • Understanding of DNS services
  • Working Knowledge Firewall Technologies - Sophos and Cisco
  • Working Knowledge of Wireless Technologies

Requirements:

  • Ability to prioritize tasks and adapt to changes quickly
  • Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care
  • Must be able to work with a team and broad user community
  • Ability to lift and move >50lb
  • Must pass a background check

Credentials and Experience:

  • Engineer with two to four years' experience
  • Minimum 2 years' experience – Switching, VLAN, Routing, Firewalling Support
  • Minimum 2 years' experience – Wireless Networking
  • Minimum 2 years' experience - Server Hardware Technologies (CPU/RAID/SCSI) Support
  • Minimum 2 years' experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
  • Has at least one certification. The following certifications are preferred: MCITP, MCP, CCNA/CCDA/CCNP, Project+, Network+, Apple, A+, Net +, Security +
  • Solid dependable engineer, follows directions and maximizes billing opportunities
  • Consistently receives good client feedback'

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