Technical Support Engineer
2 weeks ago
Position Title: Service Level Engineer I
Location: Remote with occasional travel
Employment Type: Full-Time
Reporting To: Service Delivery Director
Salary Range: $65,000 - $100,000 annually
Travel Requirements:
- Up to 25% travel may be necessary
- Regular visits to client sites
- All travel expenses will be reimbursed
About Tekscape:
Founded in 2007, Tekscape is a prominent managed IT services provider headquartered in New York City. We specialize in delivering comprehensive IT solutions globally, leveraging our engineers' extensive technical expertise and strategic partnerships with leading cloud service providers. Our offerings encompass managed IT services, cybersecurity, cloud solutions, compliance, and collaboration tools.
The Team:
The Service Desk team at Tekscape is dedicated to providing exceptional customer support through both reactive and proactive management of client systems. We are committed to maintaining high standards in client infrastructure management, utilizing best practices across various technologies. Our focus on understanding client objectives ensures effective support and satisfaction.
Position Summary:
The Service Level Engineer I serves as the primary contact for Level 1 and Level 2 client incidents and service requests, ensuring the upkeep of client systems. This role involves providing both physical and virtual support for desktop and server environments. The engineer will collaborate within a team to deliver outstanding technical assistance and customer service to clients.
Key Responsibilities:
- Accurately log ticket times and update progress in accordance with service desk policies
- Provide hardware and peripheral support for end-users and servers
- Maintain up-to-date documentation for equipment and applications
- Support operating systems and applications for end-users and servers
- Assist with Active Directory account management
- Facilitate email and file access for users
- Support remote access solutions
- Assist with mobile device management
- Provide Office 365 product support
- Create and maintain workstation and server templates
- Participate in after-hours on-call rotation
Qualifications:
- Strong communication skills for customer interactions
- Proficient in technical documentation and presentations
- Excellent organizational skills and independent judgment
- Effective troubleshooting abilities for incident resolution
- Experience with desktop operating systems and Microsoft Active Directory
- Hands-on knowledge of enterprise systems architecture
- Familiarity with Microsoft Windows Server technologies
- Experience with cloud-based email solutions
- Understanding of remote desktop platforms
- Knowledge of public cloud services
- Experience with virtualization technologies
- Coordination with third-party vendors for escalations
Preferred Qualifications:
- Experience with SAN storage and VMware/Hyper-V configurations
- Knowledge of converged and hyper-converged technologies
- Familiarity with ConnectWise or similar PSA platforms
- Certifications in Microsoft, VMware, or Cisco
Education and Experience:
- Minimum of 3 years of experience in IT support
- Bachelor's degree or equivalent experience
Performance Metrics:
- Client satisfaction rate of 90% or higher
- Annual engineering hours target
- Compliance with service ticket policies
Benefits:
- Comprehensive health benefits
- Retirement plan with company matching
- Paid time off and holidays
- Professional development opportunities
- Employee referral programs
Tekscape is an Equal Opportunity Employer committed to fostering a diverse workplace.
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