Tier 2 Engineer

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Job Type

Full-time

Description

The Tier II Engineer is responsible for various managed IT support related to technical troubleshooting and maintenance. This is the intermediate level of technical customer support. The Tier II Engineer has a broad understanding of the hardware, software, and infrastructure unique to each Proven IT client.

• Tier II receives escalations from Tier I to deliver support for Proven IT Helpdesk customers
• Analyzes and investigates the customer needs through remote diagnostics and qualifying questions over the phone
• Solves complex system and network problems using logic and knowledge
• References and contributes to Proven IT knowledge base
• Communicates and works effectively as a team with colleagues to solve client issues
• Tier II assists in server administration, network backups, installs, and special projects
• Supports wireless access points, switches, firewalls, and other critical network infrastructure components
• Routinely uses computer and network knowledge to troubleshoot and find the best solution for customer IT needs
• Willing to gain certifications on Proven IT-supported products, software and hardware systems
• Consistently reviews and prioritizes tickets and workload
• Documents troubleshooting steps and final resolution to ensure continuity in support
• Potential to work in Active Directory, Sonic Wall, Sofo, Cisco, Outlook and Exchange platforms
• Encourages and builds positive relationships and communicates effectively with co-workers, customers and third-party vendors
• Performs other duties as assigned
• This is an in-office position with up to 50% local travel to client sites

Bachelor's degree in Computer Information Systems/MIS or other business-related field.

2+ years of experience working in the IT Tier I or Tier II field

Ability to work in a physical office

Ability to travel to client sites

Strong knowledge of customer service

Expertise in Windows Servers, Microsoft Active Directory

Ability to work on a team

Must be a strong communicator with the ability to communicate effectively with a wide range of clients

Must possess solid analytical, communication and technology skills

Ability to multi-task variety of assignments while working under non-negotiable deadlines; strong attention to detail

Must maintain confidentiality of client’s sensitive information

Excellent organizational and customer service skills

Must be a self-motivated individual with a willingness to understand and use new technology

Ability to climb stairs and ladder

Must be able to work in confined spaces such as but not limited to server closets, under desks, etc.

Must be able to lift up to 50 lbs

Candidates must have at least one of the following certifications, or an equivalent credential demonstrating similar technical knowledge

• CCNA
• AZ-104
• MS-102 (Microsoft 365 Administrator)
• Cisco Meraki Solutions Specialist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, controls; reach with hands and arms; stop, kneel, or crouch; talk or hear;
The employee uses computer, copier, faxing and telephone equipment. The employee must be able to walk for short periods of time and sit, and stand for long periods of time.

After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits through Cigna. Health options include a choice of 2 PPO plans, and a High Deductible Health plan. In addition, Dental benefits are available as well as a Vision PPO plan utilizing the Eye Med network. Proven also offers voluntary worksite benefits including critical illness and accident coverage, short-term disability insurance, supplemental life and pet insurance.

After a 30-day waiting period, Proven IT provides a flat…