Service Engineer L2 , NY

Service Engineer L2 job  York, NY.

Job Title:

Service Engineer L2

Location:

Tekscape Office, NYC Travel Required :
As needed to client sites in Tri-state area. FLSA:
Exempt, Full Time Salary: 65-75K

Reports to:

Director of Support Services About Tekscape: Tekscape is a recognized managed IT services company since 2007, headquartered in New York City. We operate via two physical locations in the United States. Based on our engineers’ advanced technical knowledge and by leveraging our strategic relationships with the world’s leading cloud providers, Tekscape excels at supporting companies globally with information technology solutions. We work in a collaborative environment that fosters and rewards innovation.

Tekscape services include managed IT, managed security services, cloud computing, compliance, and collaboration.
Job Summary: The Service Engineer L2 provides the resource coordinator assistance in the acknowledgment, classification, and assignment of client tickets. The Service Engineer L2 is the first line of defense as well as an escalation point for Service Engineer L1 resources to assist either remotely or onsite at customer facilities handling customer requests, problems and/or incidents. Service Engineer L2 will assist with desktop, network and systems issues coming from tickets created via alerts, email, or phone calls.

The Service Engineer L2 will also be the onsite resource to fulfill regularly scheduled onsite support commitments to various clients.
Responsibilities: Assist the resource coordinator in ensuring engineers are prioritizing and following up on the ticket queues regularly. Resolve support cases and work orders associated with end-user issues, physical and cloud infrastructure, and project related tasks. Escalation point for Service Engineer L1 items that are not able to be closed. Provide accurate, comprehensive notes on work performed to account for time spent with customers.

Responsible for routinely recording ticket time accurately and updating ticket progress regularly in accordance with engineer policies. Perform basic hardware troubleshooting on desktop/laptops, printers, mobile devices, rackmount servers. Provide end-user software support on common productivity technologies such as Microsoft Office Suite, Microsoft Teams, SharePoint Online, One Drive, and Quick Books. Support and troubleshoot common mail platforms and security systems such as Microsoft Exchange, Google Workspace, Proofpoint Essentials and Mimecast.

Triage with external vendors and manage the process to assist customers on systems, software, or network related issues. Execute basic system maintenance including software and operating system patching, software version upgrades and critical patch applications. Provide intermediate support of Active Directory such as add/remove users, password resets, Group Policy application, task scheduling. Deliver high-level consultation on information security fundamentals such as good password hygiene practices, multi-factor authentication recommendations and social engineering defense.

Interface with common technology support tools such as Remote Monitoring and Management (RMM), Mobile Device/Mobile Application Management, Anti-Virus/Anti-Malware. Participate in after-hours client projects including cloud migrations/conversions, major upgrades, office relocations, and hardware refreshes. Apply intermediate understanding of network principles such as DNS, DHCP, TCP/IP. Deployed to client sites as needed to solve client issues. Provide onsite support coverage as needed for clients with regularly scheduled onsite support.

Provide ad-hoc and temporary onsite support coverage tickets. Provide end-user account and end-user endpoint troubleshooting and support. Provide peripheral device support for end-user support.
Job Knowledge/ Professional

Skills:

Experience supporting desktop and laptop hardware. Experience in supporting server hardware. Experiencing in installation and removal of data closet and server room equipment such as, but not limited to Servers Firewalls Routers Switched Uninterruptable Power Supplies ('UPS') Devices Endpoint VOIP Devices Strong…