My client is seeking a customer-focused Support Engineer will be expected to handle and resolve customer issues through phone and email. You will be responsible for performing basic routine health checks, network monitoring and troubleshooting of network, systems, security, cloud and voice related issues. RESPONSIBILITIES
Handle incoming phone calls, gather information, create tickets in ticketing system and escalate/assign as necessary
Work on trouble tickets to troubleshoot & resolve client network, security, cloud and voice related issues in a timely manner
Moves/Add/Changes for Client phone systems, network devices, VMware, AWS, or Azure
Provide support for Windows servers, PCs and laptops as well as loading software
Responding to monitoring and security alerts according to standard processes
Execute software updates to network devices and systems
Escalate issues and partner with Engineering team for network & system infrastructure support
Update and create internal articles and/or documentation
Check to ensure backups have been completed and remediate failures when necessary
Create and manage user accounts in Active Directory
Work within required SLAs for the business and provide regular and frequent status updates
JOB REQUIREMENTS
Experience working across multiple disciplines (Servers, Desktop, Cloud, LAN, WAN, Voice)
Knowledge of basic network troubleshooting
Knowledge of basic Windows troubleshooting
Ability to work independently without supervision
Strong verbal and written communication skills
This position will participate in an on-call schedule, providing after hours support as necessary
EXPERIENCE
Possess college degree or equivalent technical experience
3+ years’ experience in an IT position or support environment configuring and supporting various systems