Open Position: Tier II IT Support Engineer
Job Description
ROLES AND RESPONSIBILITIES
The IT Support Engineer's responsibilities include front line IT support and customer service for company supported computers, mobile devices, AV equipment, applications and platforms. Under general supervision, providing the highest level of customer service, the IT Support Engineer answers all incoming calls, tracks all information in a ticketing system, uses a knowledge based tool along with their expertise to resolve Level 1 & 2 requests in a timely fashion. The IT Support Engineer escalates unresolved incidents/requests to the proper level 2 and 3 support teams.
- Face-to-face IT support to customers (which will include local travel to all supported client service areas)
- Support remote users via remote support software (Software name) and phone
- Resolve service tickets or escalate to other support entities as needed and within SLA
- Answer calls placed to the Service Desk, gather information and make tickets from the information gathered
- Resolving hardware, software and networking issues for computers and peripherals
- Support client PC Refreshes: replacing old computers with new computers provided by client; data and settings migration from old computers to new computers
- Prepare new hires' computers with all necessary hardware and software components, and create their profiles (install printers, map drives, set up Outlook email, bookmarks etc.)
- Support the operation of computer peripherals such as scanners, faxes, switches, wireless routers and mobile devices
- Assign users and computers to proper groups in Active Directory
- Support conference room and AV equipment (TV, conference phones, video conference systems etc.)
- Follow up with customers to ensure issue has been resolved
QUALIFICATIONS AND EDUCATION REQUIREMENTS
- Minimum of high school diploma, Associates degree or higher preferred
- Minimum 1 to 3 years of experience in a Help Desk/Desktop Support environment required
- Excellent customer service skills required
- Candidate must be capable of working with minimal supervision and demonstrate superior team skills
- This person must be able to perform in a fast paced, high volume environment
- Ability to multi-task
- Exceptional verbal and written communications are needed
- Ability to prioritize and quickly resolve issues
- Proven ability to effectively and efficiently research complex technical problems using the internet, written literature, vendor support and colleague
- Effective prioritization and project management skills
- Attention to detail is critical when documenting work performed on incidents, service requests and change records
- MS Certifications -- MTA, MCSA, or MCSE
PREFERRED SKILLS
Technical Skills:
- Must be proficient in Microsoft software including Operations Systems
- Experience with one or more ticketing systems and remote support tools a must
- Troubleshooting experience with the following applications: Microsoft Windows 7-10, MAC OS X (a plus), Microsoft Office Suite 2007-2016, Active Directory, Office 365 (a plus), Exchange Online, Security software
- Troubleshooting experience with the following hardware: PC components (monitors, hard drive, memory, etc.) printers, scanners, wireless access points, AV equipment (projectors, conference phones, video conference equipment, TV's), tablets and mobile phones, desktop switches/routers etc.
- Experience using commands prompts for refreshing group policy, flushing DNS, and troubleshooting LAN and WAN connectivity problems
- Printer maintenance to include printer troubleshooting; replacing toner and other consumables like fusers, waste cartridges, maintenance kits, order, etc.
ADDITIONAL INFORMATION
Interview process will be 1st round phone screening 2nd round on-site functional interview and IT skills test.
To apply, please send resume to marketing@nutmegtech.com