What are the responsibilities and job description for the Technical Support Level 1 / level 2 position at Enterprise Engineering Inc. (EEI) ?
Job Title : Level 1 Technical Support
Location : Red Bank, NJ / NYC ,NY
Monday - Friday 8 - 4 or 9-5
Right To Hire Opportunity
Job Description
Install and configure hardware and software Respond to tickets in accordance with SLA guidelines Work with our Service Desk, Documentation, Remote Monitoring / Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems. Documenting and
tracking all steps taken to the resolution.
Responsible for escalations on all desktop, network, and server infrastructure service tickets to ensure service levels are maintained.
Create and document service management procedures and standards to ensure engineering best practices are maintained.
Work with clients directly over the phone and using remote software or travel on-site Respond in timely manner to requests and issues Repair and replace equipment as needed Provide onsite and remote support to end users Assist in AV setups as needed for meetings Set up new workstations for users (deploying equipment, create Active Directory Accounts, O365 Heavy use of Windows and Mac OS devices Ability to work in Active Directory Research and test new technology Daily activities
Accept and resolve tickets, service requests / incidents / problems, using our Service Desk software Accept client facing phone calls and contact clients via phone and / or email to assist in resolving incidents and problems
Use remote management software to log into client PC's and resolve service requests / incidents / problems Answer the phone with a cheerful and enthusiastic tone Perform initial fault finding and basic troubleshooting of both incidents and problems Deal with ticket escalations internally and externally with support tickets from third party vendors Assist with deployments in the field – NYC / NJ AreaDesired Attributes and Experience Customer service skills Excellent verbal and written communication skills Reliable Solid understanding of computers, networks and software Solid understanding of TCP / IP, DHCP, DNS, Domain Controllers etc Experience using MS Office applications : Word, Excel, Outlook High attention to detail Previous experience with ConnectWise : Manage, Automate, Remote Previous experience with Bitdefender Previous experience with LionGuard Ability and willingness to travel to client sites as needed Ability to drive to drive and travel as needed Ability and willingness to work overtime when needed Ability and willingness to quickly learn new technology and software Ability to lift 50 lbs. Qualifications
Bachelor's Degree in Computer Science, or Associate Degree plus 1 year of tech support experience. Interns also accepted
A and Net Certification or equivalent required. Please share resume at tsharma@joineei.com
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