Support Center Engineer II

4 weeks ago

Reno, United States Special Order Systems, Inc. Full time
Job DescriptionJob Description

TEAMSOS (Special Order Systems, Inc. www.team-sos.com) is a Professional Services Organization providing technology solutions to businesses for the past 30 years. TEAMSOS is a Genesys (formerly I3) partner, Microsoft Silver partner and a Cisco Advanced Unified Communications partner. TEAMSOS is responsible for implementation of these and other key professional service solutions to our customers providing outstanding customer service and support. We are seeking a dedicated individual to join our Technical Engineering and Customer Helpdesk team as a Support Center Specialist II.

Applicant must be available to work a flexible schedule including evenings, weekends and holidays.

Primary Responsibilities:

The Support Center Engeneer II position is primarily responsible for supporting post-project implementation clients, Managed Services and support contract clients. Primary job duties include phone and e-mail support, ticket escalations and resolutions, development and documentation of processes and standards with Sr. Engineers, proactive support for Windows Server and related technologies, and recurring review of licensing, backups, monitoring and patching. This position is a full-time position. Position also includes occasional projects and onsite support.

Benefits:

TEAMSOS appreciates the role our employees play to help the company grow, and in return Medical, Dental, and Vision Plans, retirement savings and other work/life programs are offered to recognize the importance of our employee's contributions, such as:

  • Medical Insurance (self – 100%, spouse and children – 30%), dental and vision insurance available, too – Starts the first day of the month after 60 days of hire
  • Collaborative Work Environment
  • Training Reimbursement + Personal Development
  • Paid Vacation – Start accruing from 1st day of hire
  • Holidays and Personal/Sick Days
  • 401k + Company Matching Program
  • Life Insurance/ AD&D (self – Company sponsored plan plus further available benefits for self, spouse, children)

Specific responsibilities include (but not limited to):

  • Support end users directly using remote access tools, and when needed onsite visits.
  • Proactively support Windows Server, Exchange Server/Office 365, AD domains, patching, and backups.
  • Development and implementation of group policies and security standards in a Microsoft environment.
  • Assist Sr. and Sales engineers with pre-sales and project tasks as needed.
  • Manage personal ticket queue across various technology practices (Microsoft, VMWare, storage, backups).
  • Escalation support for Tier 1 personnel.
  • Escalate tickets to Tier 3 engineers as needed.
  • Open trouble tickets with vendors and support line of business applications.
  • Provide high quality customer service experience via timely communication with clients
  • Daily time entry and details of work done
  • Maintain and assist with developing knowledgebase, documentation, processes, and standards
  • Manage and prioritize work according to service level agreements
  • Assist in automation of common tasks and process improvement, including scripting
  • Technology certifications as required to maintain competency for yourself and the company as needed
  • Patience in assisting non-technical end users
  • Follow and work with established procedures
  • Escalation point and training for Tier 1 and Triage engineers
  • Ability to assist with after-hours and weekend maintenance tasks as needed
  • Rotating on-call duties

Requirements:

  • 3+ years of end-user support center (Help Desk/ Triage) experience.
  • 2+ years of daily Active Directory, Exchange, SQL and Windows desktop/server family administration experience (all versions).
  • 2+ years of virtualization administration experience (Hyper-V, VMWare)
  • Experience with managing Enterprise backup solutions (ShadowProtect, Veeam, Backup Exec, DPM) helpful.
  • Experience developing and deploying Active Directory group policies.
  • Experience with VMWare and vCenter administration.
  • Adherence to best practices related to secure administration of company infrastructure and data.
  • DHCP, DNS, TCP/IP, VPN, wireless, and antivirus experience.
  • Working experience with routing, switching (Cisco preferred).
  • Desktop application support including Microsoft Office and line of business applications.
  • Experience with support ticketing system within a helpdesk environment.
  • Experience using RMM and remote support tools.
  • Experience with Powershell.
  • At least one Microsoft Windows Engineer/Server level certification required.
  • Must be able to travel on occasion.
  • Ability to lift 40+ lbs.

Additional Desired Experience:

  • Technology certifications a huge plus with Microsoft, Cisco, and VMWare preferred.
  • Experience working in a fast-paced managed services environment is a plus.
  • Physical installations including racking, cabling, and server hardware configuration.
  • Infrastructure monitoring systems (APC, power backups, environment monitoring).
  • SAN and NAS storage administration.
  • Experience managing Windows patching solutions (WSUS, SCCM, 3rdparty).
  • Experience working with Windows imaging technologies (WDS, MDT, WICD) and automating application deployment via scripting technologies.
  • Office 365 administration and migration experience.
  • Experience administering Hyper-Converged virtualization solutions and hardware.
  • Routing, SIP, and PRI call troubleshooting preferred.
  • Experience with Interactive Intelligence (I3) highly preferred.
  • Experience with eFax and Fax over IP (FoIP) solutions (XMedius, RightFax).
  • Cisco Call Manager, Unity Connections and UCCX administration/troubleshooting.

Benefits:

  • 401(k)
  • 401(k) matching
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off

Experience level:

  • 2 years
  • 3 years

Schedule:

  • 8 hour shift
  • On call
  • Weekends as needed

Experience:

  • Desktop support: 3 years (Required)
  • System administration: 2 years (Required)
  • Active Directory: 2 years (Required)
  • Microsoft Exchange: 2 years (Required)
  • Microsoft Windows Server: 2 years (Required)

Work Location: Hybrid remote in Loomis, CA 95650

Company DescriptionSpecial Order Systems, Inc. "TEAMSOS" is a dynamic company committed to public service. Our team's combination of passion, creativity, and analytical minds enables TEAMSOS to create truly unique solutions that advance businesses and the lives of people everywhere.Company DescriptionSpecial Order Systems, Inc. "TEAMSOS" is a dynamic company committed to public service. Our team's combination of passion, creativity, and analytical minds enables TEAMSOS to create truly unique solutions that advance businesses and the lives of people everywhere.

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