Systems Engineer II

What You Will Do:

• This position is responsible for resolving Tier 1 and Tier 2 customer requests via phone, email, and ticket entry.

• Promote a high level of customer satisfaction through proper telephone techniques and respond with the appropriate amount of urgency to user problems.

• New hire setup and orientation.

• Assign username, password, and access right permissions for the computer systems and applications.

• Identify, research, and resolve technical problems

• Maintain appropriate documentation on procedures, configurations, and equipment inventory.

• Oversee installation, configuration, administration, maintenance, and support of service/management applications or infrastructure components incorporated at clients existing or future computing infrastructure.

• Monitor the ongoing operation and perform activities to assist with performance tuning, troubleshooting of hardware, OS, and application issues.

• Support software/hardware on equipment such as scanners, copiers, printers, monitors, and other peripherals.

• Network Cabling / Server reboots / general network troubleshoot.

• Cell phone / MiFi support and upgrades (Verizon and ATT Firstnet)

• Participates in 24/7 on-call rotation

• Perform other duties as assigned by management.

What You Have Done:

• Excellent organizational, written, and verbal communication skills.

• Minimum 5 years experience of Tier 2 desktop support.

• Experience working in Active Directory, User Support and Group Policy support

• Windows based computer literacy, and familiar with helpdesk procedures.

• Knowledge of Microsoft Windows based software and troubleshooting techniques.

• Knowledge of PC hardware installation, troubleshooting, and resolution techniques.

• Ability to install and deploy Windows based PC's.

• Possess working knowledge of the Microsoft Office O365 Suite, including: Word, Excel, and PowerPoint.

• Microsoft Modern Workplace certification is desired.

• Ability to lift up to 50 lbs.