On-Site Support Engineer

A Support Engineer is responsible for deploying and supporting Windows Server infrastructure. This includes virtualization and physical infrastructure to support a large enterprise customer that includes several hundred systems.

A Support Engineer utilizes support from technical experts within the organization and third parties, as required, to resolve a problem. He/She takes responsibility for handling incidents and following them through completion or escalation. Upon successful resolution, he/she finalizes the task according to company policies for incident management. Job duties also include recording the problems encountered and techniques used to solve them for future reference.

A Support Engineer should be capable of solving a variety of server and client problems, including those that may not have standard resolution methods. In such cases, they should be able to apply methods based solely on their own technical knowledge. This position requires a person who can think ahead to implement proactive measures. The ability to grasp information in several formats, including print, verbal, and pictorial representations, is important.

Senior Support Engineer must demonstrate excellent technical knowledge with a minimum of 5 years of IT support experience and be proficient in the following skill sets:

Essential job functions

· Responsible for management and resolution of escalated issues for complex technical incidents, including analysis, root cause determination and on-going client follow-up

· Delivers superior customer experience by responding to Service Requests according to established service level agreements in a timely, accurate and professional manner.

· Ability to methodically resolve the more difficult and complex technical issues reported by customers.

· Utilize own judgment to resolve problems or perform research.

· Address routine and non-routine customer problems.

· Responsible for communicating with end-users regarding incident updates, phone calls and/or email notification.

· Follows standard call tracking, special instructions and other documented processes and procedures and logs all work performed in a highly detailed and readily reviewable manner in the incident tracking system.

· Sets end-user expectation regarding the type and timeliness of service to be provided.

· Responsible for meeting individual and departmental metric goals with regards to incidents and phone support requests.

· Assists and/or consults with tiered support escalation members to achieve company defined Service Level Agreements or SLAs.

· Must be able to work flexible hours as needed

· Work location is at customer premises

· Manage wireless infrastructure.

· Switch core, distribution, and access layer switching

· Create/Maintain detailed documentation of support hardware/software

· Network status reporting

· Network Hardware Administrative actions (covers backups, firmware updates, change control)

· Network monitoring with Microsoft SCOM, SolarWinds and Extreme XMC.

· Support Network Peripherals

· Network access control utilizing network policy

· IP Routing

· Network security

· Use of network management software (HP SIM, Dell Open Manage, Microsoft System Center 2012, SolarWinds Orion)

· Manage customer health states and escalate as needed

· Ensure customers are responded to within established timeframes and customer care and technical support service levels are achieved.

· Strong documentation skills to be utilized for case management, knowledge capture, and training

· Additional responsibilities as assigned.

General requirements

· A minimum of five years’ experience in IT.

· Experience in deploying and supporting Microsoft Server Operating Systems.

· Experience in VMware hypervisor and VCenter management.

· Experience with O365 and Azure Active Directory.

· Exhibit above average reasoning and troubleshooting ability by identifying and analyzing an issue and developing and executing an action plan to resolve an issue.

· Excellent written communication and verbal skills, as well as strong listening skills.

· Be highly motivated.

· Demonstrate excellent interpersonal skills.

· A positive professional attitude with a strong background in customer service is necessary.

· Excellent interpersonal and communications skills (verbal and written).

· Ability to effectively multi-task and adapt to a fast pace and continuously changing environment is required.

· Demonstrate ability to follow, capture, and document all relevant details pertaining to a support issue.

· Ability to think creatively when diagnosing and troubleshooting issues where documentation may not readily exist.

· Handling all calls and requests with high emphasis on a friendly, professional customer-service attitude.

Education/Certifications

· Bachelor's degree in IT preferred.

· Minimum Microsoft MCSE, Cisco CCNP preferred.