Support Center Engineer III

1 month ago

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

About Us:

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 the implementation of these and other key professional service solutions to our customers providing outstanding customer service and support. We are seeking a highly organized and proactive Circuit Coordinator to join our team.

Job Overview:

The Support Center Engineer III 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. Proactive support for Windows Server and related technologies, recurring review of licensing, backups, monitoring, and patching.

Key Responsibilities:

  • 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 with pre-sales and project tasks.
  • Manage personal ticket queue across various technology practices (Microsoft, VMWare, storage, backups)
  • Escalation support for Tier 2 personnel.
  • 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.
  • Follow and work with established procedures.
  • Escalation point and training for Tier 1 and 2 engineers
  • Ability to assist with after-hours and weekend maintenance tasks as needed.
  • Rotating on-call duties
  • Lead various implementation projects.
  • Perform other related duties as assigned.

Qualifications:

  • 7+ years hands-on experience with multi-site wide area networking (exposure to several different multi-site environments is required), and local area networking design and troubleshooting.
  • Strong experience in O365 & Exchange.
  • Strong experience with Storage Area Networks.
  • Strong experience with windows clustering and VMware clusters.
  • Strong experience with Active Directory.
  • Strong experience with server security and system hardening.
  • Strong experience in TCP/IP, DNS, TACACS/RADIUS a must.
  • Experience in LAN, WAN, MAN design, implementation, and support.
  • Experience with IPSec, SSL, DMVPN and other VPN technologies.
  • VOIP telephone platform experience is a plus – Cisco UCM, Unified Messaging, etc.
  • Wireless experience with NAC and other dot1q technology a plus.
  • Contact Center technology experience a plus.

Skills and Abilities:

  • Ability to work effectively both independently and as part of a team.
  • Strong analytical and problem-solving skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Demonstrated ability to anticipate and manage change in a highly dynamic environment.
  • Excellent time management skills and the ability to prioritize work.

What we offer:

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)
  • Hybrid/Full remote work models

Job Type: Full-time

Work Location: Hybrid/Remote

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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