Systems Engineer II - HQ

Job Description

What You Will Do:

* This position is responsible for resolving Tier 1 and Tier 2 customer requests via phone, email, and ticket entry.


* Promote a high level of customer satisfaction through proper telephone techniques and respond with the appropriate amount of urgency to user problems.


* New hire setup and orientation.


* Assign username, password, and access right permissions for the computer systems and applications.


* Identify, research, and resolve technical problems


* Maintain appropriate documentation on procedures, configurations, and equipment inventory.


* Oversee installation, configuration, administration, maintenance, and support of service/management applications or infrastructure components incorporated at clients existing or future computing infrastructure.


* Monitor the ongoing operation and perform activities to assist with performance tuning, troubleshooting of hardware, OS, and application issues.


* Support software/hardware on equipment such as scanners, copiers, printers, monitors, and other peripherals.


* Network Cabling / Server reboots / general network troubleshoot.


* Cell phone / MiFi support and upgrades (Verizon and ATT Firstnet)


* Participates in 24/7 on-call rotation


* Perform other duties as assigned by management.


Job Requirements

What You Have Done:

* Excellent organizational, written, and verbal communication skills.


* Minimum 5 years experience of Tier 2 desktop support.

* Experience working in Active Directory, User Support and Group Policy support


* Windows based computer literacy, and familiar with helpdesk procedures.


* Knowledge of Microsoft Windows based software and troubleshooting techniques.


* Knowledge of PC hardware installation, troubleshooting, and resolution techniques.


* Ability to install and deploy Windows based PC's.


* Possess working knowledge of the Microsoft Office O365 Suite, including: Word, Excel, and PowerPoint.


* Microsoft Modern Workplace certification is desired.


* Ability to lift up to 50 lbs.