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Technical Support Engineer II

2 months ago

Alameda, California, United States GSPANN Technologies, Inc Full time

About GSPANN Technologies, Inc

Based in California, GSPANN Technologies, Inc specializes in providing consulting and IT solutions to clients worldwide. Our mission is to assist organizations in enhancing their operational effectiveness by optimizing their IT capabilities and practices across various sectors, including retail, high-tech, and manufacturing. With multiple global delivery centers and a workforce exceeding 1900 professionals, we blend the personalized service of a boutique consultancy with the extensive resources of a large IT services provider.

Position: Technical Support Engineer II

Location: Hybrid

Job Type: Long-term Contract

Overview:

We are seeking a Level II Technical Support Engineer to become a vital part of our Technology Support Service Desk and Production Operations team. This role will report directly to the Service Desk Lead/Manager. The Technical Support Engineer II serves as an advanced support tier for resolving incidents and fulfilling requests, ensuring our associates receive prompt solutions to intricate support challenges. Additionally, this position involves mentoring and guiding Service Desk Analysts in their professional development.

Key Responsibilities:

  • Deliver exceptional customer-focused technology support for all systems, devices, and infrastructure across various environments.
  • Proactively manage Level 1 & 2 tickets, incidents, and continuous improvement initiatives.
  • Facilitate and coordinate the escalation of Level 3 support tasks with other technical teams and external partners.
  • Provide troubleshooting for device connectivity and network issues, collaborating with network engineering for advanced diagnostics and infrastructure enhancements.
  • Assess and prioritize daily support requests.
  • Respond to and assist in resolving service disruptions and significant incidents within established service level agreements.
  • Participate in a 24/7 on-call rotation to ensure critical technical support is consistently available.
  • Adhere to the Technology team's processes, policies, and procedures.
  • Monitor and maintain hardware, platforms, integrations, applications, servers, and devices.
  • Ensure appropriate hardware/software configuration, maintenance, security compliance, monitoring, and patching.
  • Identify opportunities for operational enhancements, minimizing repetitive tasks, and optimizing efficiency.
  • Document procedures, runbooks, user guides, and contribute to a shared knowledge repository.
  • Resolve incidents and requests related to various issues, including Mail Application/Office 365, Client/Server Connectivity, Time-Sensitive incidents, File Restores, Remote Access, and Password Resets.
  • Support Active Directory tasks such as user management and Group Policy application.
  • Utilize common technology support tools like Remote Monitoring and Management (RMM) and Mobile Device Management (MDM).
  • Collaborate with Level 3 teams to monitor and alert production systems, proactively identifying issues before they are reported.
  • Manage user account creation and administration across all supported systems.
  • Assist with systems administration and support tasks transitioned from Level 3 engineering teams.
  • Engage with third-party vendors for escalations and management.
  • Oversee backlog ticket management, including ticket review and follow-up on overall Service Desk tickets.
  • Exhibit keen attention to detail and maintain confidentiality during user onboarding and offboarding processes.
  • Support and mentor Level 1 team members.
  • Take on additional responsibilities as assigned within the Support Team's scope.

Required Qualifications:

  • Bachelor's degree in Engineering, Information Technology, or a related field.
  • A minimum of 2 years of experience as an IT Support Analyst in a corporate IT support environment.
  • Intermediate to advanced knowledge of enterprise systems, including infrastructure, networking, hardware/software, cloud, security, data, and endpoints.
  • Proficient knowledge of Microsoft 365 and productivity applications, including Outlook, SharePoint, Teams, OneDrive, and Office Suite.
  • Hands-on experience with Azure, Intune, OneDrive, Exchange Online, and SharePoint.
  • Basic proficiency in scripting languages such as PowerShell or Python.
  • Experience with Android/iOS configuration and troubleshooting, including integration with MDM solutions.
  • Familiarity with cybersecurity concepts, including Multi-Factor Authentication (MFA), antivirus/malware solutions, software firewalls, and web filtering.
  • Basic networking knowledge, including TCP/IP, LAN/WAN, DHCP, DNS, DFS, routing, switching, and firewalls, as well as an understanding of security principles in Azure environments.
  • Basic knowledge of wireless systems, such as Cisco, Juniper, and Aruba Wireless Networks, to provide support across locations.
  • Experience with hardware troubleshooting for various devices, including POS systems, pin pads, desktops/laptops, printers, and mobile devices.
  • Strong communication and customer service skills, both verbal and written.

Preferred Qualifications:

  • Experience with retail or POS systems.
  • ITIL Certification.
  • CompTIA A+ certification.
  • Network+, Security+, and Microsoft certifications are advantageous.

Working at GSPANN Technologies, Inc

At GSPANN, we foster a diverse and rewarding work environment. We offer competitive benefits, educational assistance, and opportunities for career advancement. Every employee is recognized for their skills and contributions. Joining our team provides the chance to collaborate globally with some of the industry's leading brands.

We are committed to affirmative action in employing and advancing individuals with disabilities and protected veterans, ensuring equal treatment for all qualified individuals regardless of their physical or mental disability status. GSPANN is an equal opportunity employer for minorities, females, veterans, and individuals with disabilities.