What are the responsibilities and job description for the Level II Support position at Enterprise Engineering, Inc.?
Level 2 Tech Support
5 days on site
Red Bank, NJ or NYC, NY
Long Term Consulting
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
MSP Experience
" 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 two years of tech support exp
5 days on site
Red Bank, NJ or NYC, NY
Long Term Consulting
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
MSP Experience
" 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 two years of tech support exp
Salary : $22 - $30
