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Systems Engineer, Tier 2
Location:
Macon, GA
Description:
Job Summary The ideal candidate will have a thirst for knowledge and growth, a passion for solving problems and helping others and embody our core values of excellence, integrity, innovation, and a servant's heart. As a Tier 2 Support Technician, you will be responsible for supporting inbound tickets and phone calls to clients and triage needs to higher level engineers as required. This role will provide Tier 2 level support, including level 1 escalations for workstations, servers, virtualization, printers, networks, and vendor specific hardware and software. Support Technicians will be required to provide after-hours support on a rotating shift. Job Type: Full-time Essential Duties and Responsibilities: · Answer phone calls, respond to tickets/alerts as well as handle escalated issues in a timely fashion. · Advanced technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wireless. · Advanced remote access solution implementation and support: VPN and Terminal Services. · Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets. · Maintain internal and/or client-facing documentation as changes or knowledge is found. · Detailed communication with customer and vendors as required to keep all parties informed of issues, progress, changes, and resolutions. · Support of backup and disaster recovery solutions. · Work closely with team members, Field Engineers, and Project Engineers when needed or called on for assistance. Additional Duties and Responsibilities: · Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationships. · Fast and timely turn around on all customer requests and escalations. · Ability to work in a fast-paced team environment. · Communication to our clients, vendors, and internally via phone, email, and ticketing system. · Escalating requests to appropriate higher-level team members or departments when needed. · Responsible for entering time and expenses as it occurs in our ticketing system. · Ability to work independently with locating information to assist a customer/vendor. · Enter all communication and work inside a service ticket. · Ability to assist and or train other team members when assistance is needed. · Part of an On-Call Rotation for After Hours support. Preferred Qualifications · Minimum High School Diploma or equivalent. · Professional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network + or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Responsive Technology Partners. · Minimum 3 years of experience in similar role. · Advanced understanding of operating systems, business applications, printing systems, and network systems. · Advanced diagnostic skills of technical issues. · N-Central RMM /AutoTask PSA experience strongly desired. · Knowledge of IT applications, processes, software, and equipment. · Strong organizational and customer service skills. · Interpersonal skills: such as communication skills, active listening, and customer-care. · Ability to multi-task and adapt to changes quickly. · Ability to work in a team and communicate effectively. · Technical awareness: ability to match resources to technical issues appropriately. · Service awareness of all organization's key IT services for which support is being provided. · Understanding of support tools, techniques, and how technology is used to provide IT services. · Self-motivated with the ability to work in a fast-moving environment. Experience that's a Plus: · Experience with managing Microsoft Windows Server, Windows desktops, Active Directory, and SQL (2 years) · Prior use of RMM and CRM software for managing IT customers (2 years) · Solarwinds N-Central RMM & AutoTask PSA and/or ConnectWise experience strongly desired (2 years) · Experience with supporting business applications, such as Office 365 and other line-of-business software solutions (3 years) · Microsoft Azure infrastructure design, implementation, and support (2 years) · Advanced network setup and troubleshooting expertise, with business-class firewalls and switches (2 years) · Excel at problem-solving and isolating root cause of issues · Experience with Linux is a plus Company Culture: Responsive Technology Partners Inc. prides itself in allowing time for our employees' families. Our business hours are Monday - Friday from 8 AM to 5 PM EST. After hours calls sometimes happen but are not a regular occurrence which allows our employees to enjoy life outside of the workplace. We pride ourselves in creating a team culture where everyone is valued and able to make a difference within our company and with our clients. Salary: Salary dependent upon related work experience and certification(s).
Company:
Responsive Technology Partners
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Systems Engineer, Tier 2
Systems Engineer, Tier 2 is a Technology Systems Engineer Job at Responsive Technology Partners located in Macon GA. Find other listings like Systems Engineer, Tier 2 by searching Oodle for Technology Systems Engineer Jobs.
Systems Engineer, Tier 2 is a Technology Systems Engineer Job at Responsive Technology Partners located in Macon GA. Find other listings like Systems Engineer, Tier 2 by searching Oodle for Technology Systems Engineer Jobs.