T2 Service Desk Engineer

Job Summary As a Tier 2 Service Desk Engineer, you will serve as the mid - level of technical support within our service desk team. You will handle technical issues, provide guidance, and collaborate with other IT professionals to ensure the delivery of superior IT services. Your role will involve troubleshooting advanced issues, mentoring junior staff, and participating in project work, if needed. Key Responsibilities Mid - Level Technical Support: Resolve technical issues, ensuring timely and effective resolution, including but not limited to: Virtualization: VMware & Hyper-V Backup systems and Storage Network and Security (Firewall Systems, Router and Switches etc.) Active Directory and O365 Administration System Administration: Working knowledge support of advanced system administration tasks, including server management, network configuration, and security implementations on Windows Servers 2008-2022 (AD, AZURE AD, DNS, DHCP, Online Exchange/ 0365) Project Participation: Collaborate with project teams to assist with IT projects for clients Mentorship and Training: Provide guidance and training to Tier 1 support staff, fostering a culture of continuous learning and improvement Client Interaction: Communicate effectively with clients to understand their technical needs, provide updates, and ensure satisfaction with services rendered Documentation: Maintain detailed and accurate documentation of technical solutions, procedures, and client interactions Proactive Maintenance: Conduct regular system audits, performance tuning, and preventive maintenance to ensure optimal system performance and reliability Incident Management: Lead the response to major incidents, including identification, resolution, and post-incident review to prevent recurrence Security: Implement and manage security measures to protect client data and systems from threats and vulnerabilities Qualifications Experience in a technical support role, with at least 2 years in a support capacity Certifications: Relevant industry certifications such as MCSE, CCNA, ITIL, or similar are highly desirable Technical Skills: Working knpwledge in Windows and Linux server administration, networking (LAN/WAN), virtualization (VMware, Hyper-V), cloud services (AWS, Azure), and security best practices Problem-Solving: Strong analytical and problem-solving skills with the ability to handle complex technical issues independently Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders Customer Service: Strong commitment to providing exceptional customer service and maintaining client relationships Team Player: Ability to work collaboratively within a team environment and share knowledge effectively Requirements Experience in a technical support role, with at least 2 years in a Tier 2 support capacity Certifications: Relevant industry certifications are highly desirable Technical Skills: Working knowledge in Windows and Linux server administration, networking (LAN/WAN), virtualization (VMware, Hyper-V), cloud services (AWS, Azure), and security best practices Problem-Solving: Strong analytical and problem-solving skills with the ability to handle complex technical issues independently Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders Customer Service: Strong commitment to providing exceptional customer service and maintaining client relationships Team Player: Ability to work collaboratively within a team environment and share knowledge effectively Benefits Company-paid Day-1 Health Insurance for employee Company-paid AD&D Insurance Company-paid LTD & STD Insurance Unlimited PTO after 90 days Employee Assistance Program Dental Insurance Vision Insurance 401k Life Insurance Additional Information Position Type: Full time, salaried Salary Range: $60,000 - $80,000/yr Unlimited PTO Eligibility: After 90 days Employee Ownership Eligible after 1 year of service #J-18808-Ljbffr WEBIT Services, Inc.