Support Services Engineer

4 weeks ago


Rome, New York, United States M.A. Polce Full time
Job Overview

M.A. Polce is seeking a highly skilled Support Services Engineer to join our team. As a key member of our Services department, you will be responsible for providing top-notch IT support to our customers and their users.

Key Responsibilities
  • Provide day-to-day IT support for customers and their users, including helpdesk support and maintenance of hypervisors, servers, storage, backup systems, network and network security devices, Cloud services, VoIP and IP video camera solutions, end-point devices, and more.
  • Communicate effectively with colleagues, customers, and vendors to ensure seamless support and resolution of technical issues.
  • Serve as the first point of contact for end-users requesting technical support over the phone, email, or service ticket system.
  • Respond to and resolve remote monitoring and management (RMM) systems alarms and notifications for managed services customers.
  • Submit accurate service ticket information and time in the service ticket system.
  • Maintain technical documentation and continually improve technical skills through vendor training, working with experienced colleagues, earning certifications, and/or reviewing the personal development plan.
Requirements
  • Ability to demonstrate proficiency providing IT support.
  • Ability to multi-task and prioritize.
  • Strong verbal and written communication skills, including interpersonal, facilitation, and effective presentation skills.
  • Ability to pass background checks.
  • Ability to obtain and maintain security clearances, if required by our clients.
  • Hold a valid drivers' license and be able to commute to local client locations, as needed.
  • Must be available to participate in on-call rotation.
  • Must be able to work flexible hours, if necessary.
Preferred Qualifications
  • 1 plus year's extensive experience with supporting Windows servers and personal computers.
  • 1 plus year's extensive experience with supporting Cisco networks.
Desired Certification/Licensing
  • Cisco CCENT.
  • CompTIA A+.
  • Microsoft 365 Fundamentals.
  • Microsoft Certified Solutions Associate.
Education
  • Bachelor's Degree in Computer Science or related field and a minimum of 1 year experience in IT or equivalent professional experience.
Other Requirements
  • Successful background check.


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