System Engineer L2 - Help Desk Tier 2

NetGain Technologies LLC•Lexington, KY

7d•Hybrid

About The Position

Job Summary: The Systems Engineer L2 are strong in all the most common and popular networking technologies. This role requires excellent coordination and communication skills to ensure clear and consistent interactions with both internal personnel and clients. Key Responsibilities: Escalations from Tier 1 for client support Provide remote and onsite support for technology issues to managed services clients. Ensure timely response to service requests, meeting or exceeding targeted quality levels or Service Level Agreements (SLAs). Document all time and work in service tickets with detail and in real-time. Maintain consistent communication with clients regarding pending service requests. Follow all safety and security procedures at NetGain Technologies and customer locations. Return all inter-company business calls or emails within one business day and check email at least hourly throughout the shift. Ensure delegated tasks and duties are carried out properly and timely. Participate in mandatory meetings and huddles. Maintain certifications and stay updated on new technologies to better serve customers. Work unsupervised in a remote location when necessary. Configuration & troubleshooting of end users connecting to Exchange & Exchange Online Understanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, & hard drives. Troubleshooting and maintaining Windows Server & Active Directory Configure file, print, and remote access services Administration, including add/remove users and groups, configuring file permissions, checking event logs, configuring, and restoring from backup Administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases. Log and track client issues and resolutions in ticketing system in real-time, ensuring documentation is detailed for future reference. Create and Troubleshoot VMware virtual servers

Requirements

Two to four years’ hands-on experience in the IT Field
Minimum 2 years’ experience – Cisco Switching, VLAN, Routing, Firewalling Support
Minimum 2 years’ experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
Minimum 2 years’ experience supporting Windows Server Operating Systems
Has at least one certification. The following certifications are preferred: MCP, CCNA/CCDA Network+
Solid dependable engineer, follows directions and maximizes billing opportunities
Consistently receives good client feedback
Proficiency in troubleshooting advanced network and server configurations.
Ability to troubleshoot onsite workstation, network, and physical server issues.
Ability to install and configure standard business applications.
Understanding of home and business networks.
Understanding of TCP/IP and troubleshooting Internet connectivity
Experience with routers and firewalls
Experience with Terminal Services & Citrix
Understanding of the relationship between switches, hubs, patch panels, and connecting nodes to a network
Understanding of DNS & DHCP services
Working Knowledge of Firewall Technologies. Cisco & Fortinet preferred.
Working knowledge of NAT and ACL’s.
Working Knowledge of Wireless Technologies
Ability to pay close attention to detail while performing technically detailed tasks
Ability to deal effectively with stressful situations
Ability and willingness to recognize when it is necessary to ask for technical expertise from others.
Ability to provide accurate time estimates for how long a task will take
Understands that the success of individuals is measured by the success of their teams
Ability to quickly learn new technologies using self-study materials and intuition
Strong communication, problem-solving, and organizational abilities.
High School diploma or equivalent.
Cisco CCNA (or equivalent network vendor certification)
Microsoft AZ-104
Ability to sit and walk within office areas.
Ability to lift 50 lbs and unbox/install equipment.
Must have systems online, logged in, and ready by the start of the shift.
Coordination of breaks with the team or manager.
Fluency in English (read, write, and speak).
Mathematical abilities for scheduling and basic accounting functions.
Reasoning ability to resolve logistic or process control problems.

Nice To Haves

Has at least one certification. The following certifications are preferred: MCP, CCNA/CCDA Network+
Working Knowledge of Firewall Technologies. Cisco & Fortinet preferred.
Associate's degree or higher in Information Technology or a business-related field.

Responsibilities

Escalations from Tier 1 for client support
Provide remote and onsite support for technology issues to managed services clients.
Ensure timely response to service requests, meeting or exceeding targeted quality levels or Service Level Agreements (SLAs).
Document all time and work in service tickets with detail and in real-time.
Maintain consistent communication with clients regarding pending service requests.
Follow all safety and security procedures at NetGain Technologies and customer locations.
Return all inter-company business calls or emails within one business day and check email at least hourly throughout the shift.
Ensure delegated tasks and duties are carried out properly and timely.
Participate in mandatory meetings and huddles.
Maintain certifications and stay updated on new technologies to better serve customers.
Work unsupervised in a remote location when necessary.
Configuration & troubleshooting of end users connecting to Exchange & Exchange Online
Understanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, & hard drives.
Troubleshooting and maintaining Windows Server & Active Directory
Configure file, print, and remote access services
Administration, including add/remove users and groups, configuring file permissions, checking event logs, configuring, and restoring from backup
Administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases.
Log and track client issues and resolutions in ticketing system in real-time, ensuring documentation is detailed for future reference.
Create and Troubleshoot VMware virtual servers
Prioritize client needs and support the company's business goals.
Provide ongoing support and expertise to clients and co-workers.
Maintain certifications and learn new technologies.
Communicate effectively to ensure all issues and requests are completed.
Work unsupervised in remote locations when necessary.