Level-Support Engineer

Responsibilities

• Be available for telephone or email support during the hours of Monday-Friday from 7:45AM-5PM.
• Open, continuously update, and close help desk tickets and pro-actively manage engineer’s tickets to timely resolution.
• Answer and return all client calls quickly and with courtesy.
• Create, monitor and print out daily and monthly Reports for CFO and engineers.
• Monitor incoming emails to be 100% sure that bad/unsafe emails are blocked & that good/safe emails are allowed thru.
• Respond to all incoming emails from clients appropriately and timely.
• Document and log client communications for purposes of accurate billing and documentation.
• Must be able to work closely and take direction from Management and Senior Engineers to resolve any issues.
• Perform internal projects/tasks as required.
• Must be able to work early mornings, late evenings or weekends as required or at least be available to.

• Run numerous daily backup tests.
• Create, monitor and print out daily and monthly Reports for CFO and engineers.
• Join daily engineering conference call.
• Monitor incoming emails in addition to phone calls for ticket / prioritization.

• Exceptional people skills required.
• Strong organizational skills.
• Previous experience opening support tickets.
• General break/fix technical skills.
• Skills in all versions of Windows, Spam, Malware, Viruses, etc.
• Skills on the server-side are a MAJOR PLUS.

• Create tickets / assign to engineers incoming calls if needed.
• Troubleshoot client issues / prioritize issues.
• Join daily engineering conference call.
• Monitor incoming emails in addition to phone calls for ticket / prioritization.

• OS Platforms:
  Windows XP, Windows 7, Windows 10 and Windows Server, (e.g. Windows 2003 Server, Windows 2008 and 2012 a plus)
• A + certified or equivalent experience
• MCSE certification a plus
• Knowledge of Windows Server / Active Directory a plus
• Knowledge of remote access / Zoom
• Ability to rid Malware / Virus using industry standard utilities
• Ability to troubleshoot basic PC networking issues (i.e. does PC have IP address, is email flowing, etc.)
• Ability to troubleshoot issue with common office productivity applications such as MS Office (versions )
• Knowledge of various PDA (iPhone, Android, iPad, etc.)

• Microsoft Active Directory / Exchange
• N-Central, Kaseya, or other RMM tool(s)
• Connect Wise
• Whole Disk Encryption
• Citrix / VDI
• VPN technologies
• Firewalls (Cisco, Watch Guard, Sonic
  
  WALL, Fortinet, Palo-Alto)
• Mail flow / DNS records / spam blacklists & whitelists