Support Center Engineer II

Job Description

Job Description

Support Center Engineer II
Pay: $65,000–$80,000 per year
Location: Near Albany, NY
Employment Type: Full-time

About the Role
As a Support Center Engineer II, you'll provide Tier 1, Tier 2, and Tier 3 support for managed services customers. This role is responsible for giving customers technical support, remotely and/or on-site, so they can complete the core and essential duties of their roles with functional, required equipment. You'll explain technical product features, answer questions about installation, configuration, upgrades, customization, and usage of technical equipment, apply diagnostic techniques to identify problems, investigate causes, recommend solutions to correct common failures, and escalate complex problems when needed — all while providing a high level of professionalism and day-to-day customer service.

Responsibilities

• Perform triaging, troubleshooting, and support for clients via telephone, chat, email, or tickets
• Document all pertinent end-user information in the ticketing system
• Support users on laptops, workstations, desktops, iOS, and Android devices
• Provide connectivity support for user devices
• Configure and install software for end-user devices such as laptops, workstations, and tablets
• Support customer systems and networks
• Provide exemplary customer service
• Perform customer callbacks as required
• Use problem-solving and interpersonal skills to ensure swift resolution of technical issues
• Troubleshoot and diagnose error messages and failures
• Provide Tier 1, Tier 2, and some Tier 3 support
• Participate in a 24-hour on-call support rotation
• Ensure system backups are completed
• Create and maintain client and support documentation
• Test, troubleshoot, and diagnose error messages and failures
• Install, configure, maintain, and monitor Windows, Linux, VoIP, PC, storage, virtual, mobile, server, O365/M365, and network environments
• Configure, deploy, and troubleshoot patching for devices
• Check and troubleshoot backup jobs and engines

Requirements

• Proven analytical and problem-solving abilities
• Strong written and verbal communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, empathizing, and questioning
• Strong documentation skills
• Ability to present technical terms in user-friendly language
• Ability to multitask and support department success
• Experience working in a team-oriented, collaborative environment
• 2–5 years of experience in IT engineering
• Strong working experience installing, configuring, maintaining, and managing 2 or more of the following: virtualized environments, networking, PC hardware, Windows Servers, Active Directory, Terminal/RDS, SQL, backup engines, cloud, O365/M365, or VoIP

Education

• Bachelor's degree in computer science or a related field, or an equivalent combination of education and work experience
• CompTIA A+, Network+, or an equivalent certification desired

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redShift Recruiting is the region's premier recruiting agency with over 100 years of combined experience in the recruiting field. We specialize in permanent, temporary, and temp-to-hire positions. Our superior service combined with our highly qualified and carefully selected bank of candidates sets us apart.