Technical Support Engineer - Level 2

Job Description

Job Description

Technical Support Engineer – Level 2

Pro4ia is a global technology services company, providing solutions and expertise as a trusted technology partner. We apply our enterprise-level project management skills to core IT services so clients can achieve predictable and reliable results.

The Technical Support Engineer demonstrates strong customer service and troubleshooting skills to resolve all technical issues for our clients. The Technical Support Engineer will be responsible for supporting all end users relating to hardware and software, computer applications, and LAN related issues.

RESPONSIBILITIES

· Provides off-site technical support to customers on installations, usage, or maintenance of company products to ensure that the system is functioning according to specifications

· Provide level 2 and 3 support through our help desk ticketing system in time to meet our client obligations.

· Respond to and resolve advanced level desktop, server, and network issues that have been escalated from level 1 or 2.

· Support for Microsoft Windows Server, MAC OS, Citrix and VMWare technologies.

· Support for the Microsoft Windows stack, DNS, DHCP, Active Directory, Exchange in-house and hosted e-mail systems.

· The ability to participate effectively in multiple support efforts and provide technical expertise.

· Create and maintain client-related documentation.

· Actively participate as a strategic member of the technology team, including participating in team meetings and providing technical support for our managed service clients.

REQUIRED EXPERIENCE

· 7+ years of experience in Microsoft Windows desktop and server operating systems; MAC OS technologies.

· Bachelor’s degree in computer science or equivalent experience.

· MCSA Preferred.

· Advanced level experience with Server, Desktop, and Network support are required.

· Expert in installing, optimizing, maintaining and securing of Microsoft Windows Servers, Active Directory Microsoft Exchange (in- house and hosted) environments.

· Expertise with building and supporting Citrix XenApp and XenServer, VMWare vSphere, and Microsoft Hyper-V technologies.

· Excellent verbal and written communication skills.

· Exceptional customer service and phone etiquette skills.

· Team player, ability to work on multiple, concurrent tasks and adapt to shifting priorities.

· Detail oriented and strong problem-solving capabilities.

· Ability to work proactively and collaboratively with entire staff

· Ability to adjust work schedule to meet deadlines and work independently

· Accountability, adaptability, assertiveness, dependability, initiative, and responsiveness are essential.

· Desire and demonstrated ability to continuously learn (new technologies, client business issues, other job functions, etc.)

· Discretion and good sense in dealing with clients and willingness to see a problem through to its resolution.

\nCompany Description

Sister company of Pro4ia Inc. (

Company Description

Sister company of Pro4ia Inc. (