Tier 2 - Support Engineer

2 weeks ago

Charlotte, United States 360 Smart Networks Full time
Job DescriptionJob Description

Summary

A Support Engineer is responsible for providing advanced technical support and troubleshooting to customers and internal users who are experiencing issues with hardware, software, network, or other IT-related systems. They work as part of a team that escalates complex or unresolved problems to Tier 3 specialists or vendors, and follows up with customers until the issues are resolved. A Support Engineer also contributes to the documentation and improvement of IT processes and procedures, and mentors Tier 1 support staff.

Responsibilities

· Respond to customer and user requests for technical assistance via phone, email, and ticketing system.

· Diagnose and resolve complex IT issues related to hardware, software, network, security, or other systems.

· Escalate unresolved or critical problems to Tier 3 specialists or vendors, and coordinate with them to ensure timely and effective resolution.

· Follow up with customers and users to ensure their satisfaction and provide additional support or guidance as needed.

· Document and update IT incidents, solutions, and procedures in the knowledge base and other systems.

· Identify and report recurring or systemic IT issues and internally propose solutions or recommendations to prevent or mitigate them.

· Participate in IT projects, initiatives, and audits as assigned.

· Keep up to date with the latest technologies, trends, and best practices in the IT field.

 

Requirements

  • Associate's or bachelor's degree in computer science, information technology, or related field, or equivalent work experience.
  • At least 5 years of experience in IT support, preferably in a Tier 2 or higher role.
  • Strong knowledge of IT systems, applications, and protocols, such as Windows, Linux, MacOS, Office 365, Active Directory, VPN, TCP/IP, DNS, DHCP, etc.
  • Excellent troubleshooting and problem-solving skills, with the ability to handle complex and diverse IT issues.
  • Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical audiences.
  • Ability to work independently and collaboratively in a fast-paced and dynamic environment.
  • Ability to prioritize and manage multiple tasks and deadlines.
  • Certifications in ITIL, CompTIA, Microsoft, Cisco, or other relevant areas are preferred.
  • Candidates must be able to move up to 40 lbs. without assistance.

 

Benefits Included:

Competitive salary based on experience & knowledge. Full benefits package. 401K. Bonus Plan. Expense reimbursement.

 

Important Notes:

This is a full-time position.

Applicants must be able to commute to the Charlotte area daily.

Must be authorized to work in the US

No phone calls, please.

No third-party vendors will be considered under any circumstances - absolutely no recruiters, headhunters or employment services should call or reply.

Must be available for immediate consideration.

All candidates are subject to a background check.

Company Description360 Smart Networks was founded in 2002. We provide complete outsourced IT Managed Support Services (MSP) to small and medium-sized companies in Atlanta, Charlotte, and Tampa. We establish long-term relationships with our clients and provide them with the necessary IT Services to help them grow their businesses. We are dedicated to maintaining open communication and providing quality customer service. This is a great opportunity to work for a company that embraces a wide range of leading-edge technologies and with a team of highly experienced and talented Engineers.Company Description360 Smart Networks was founded in 2002. We provide complete outsourced IT Managed Support Services (MSP) to small and medium-sized companies in Atlanta, Charlotte, and Tampa. We establish long-term relationships with our clients and provide them with the necessary IT Services to help them grow their businesses. We are dedicated to maintaining open communication and providing quality customer service. This is a great opportunity to work for a company that embraces a wide range of leading-edge technologies and with a team of highly experienced and talented Engineers.

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