JOB SUMMARY

The Support / Implementation Engineer is responsible for all onsite telephony design, implementation, onsite service and support needs for our customers while maintaining the design and integrity of their software. This relates to all technology, to include: workstations, servers, printers, networks, vendor specific hardware and software, VoIP, traditional telecommunications systems and voicemail systems.

DUTIES & RESPONSIBILITIES

• IT support relating to technical issues involving core business applications, as well as virtual environments.
• Implementation and support services for technologies: Windows Server, SQL, etc.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Design, implementation, and maintenance of IP telephony, switches, firewalls, routers, and gateways.
• Remote access solution implementation and support: VPN and Terminal Services.
• Work with telecommunications carriers for ordering, installation, and troubleshooting of voice and data circuits.
• System documentation maintenance and reviews.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Ability to run network cables in wall spaces.
• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses as it occurs.
• Work through a daily schedule in that has been established through the dispatch process.
• Enter all work as service or project tickets.

KNOWLEDGE & SKILL REQUIREMENTS

• Experience with ConnetWise a plus.
• Advanced understanding of operating systems, business applications, printing and network systems.
• Interpersonal skills: telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.

PREFERRED CERTIFICATIONS

• CompTIA A
• CompTIA Network
• Microsoft Certified