Help Desk Tier II

Job Title: Systems Engineer L2

Location: Lexington, KY

Reports To: Service Delivery Manager

Job Summary: The Systems Engineer L2 is a high-profile position responsible for providing both remote and onsite services to NetGain Technologies' managed service clients. This role requires excellent coordination and communication skills to ensure clear and consistent interactions with both internal personnel and clients. The Systems Engineer L2 will handle escalated requests from L1, manage onsite requests that cannot be resolved remotely, and address technical issues beyond the L1 skillset.

Key Responsibilities:

• Provide remote and onsite support for technology issues to managed services clients.
• Ensure timely response to service requests, meeting or exceeding targeted quality levels or Service Level Agreements (SLAs).
• Document all time and work in service tickets with detail and in real-time.
• Maintain consistent communication with clients regarding pending service requests.
• Follow all safety and security procedures at NetGain Technologies and customer locations.
• Return all inter-company business calls or emails within one business day and check email at least hourly throughout the shift.
• Ensure delegated tasks and duties are carried out properly and timely.
• Participate in mandatory meetings and huddles.
• Maintain certifications and stay updated on new technologies to better serve customers.
• Work unsupervised in a remote location when necessary.

Requirements:

• Education:
• Required: High School diploma or equivalent.
• Preferred: Associate's degree or higher in Information Technology or a business-related field.

Certifications:

• Cisco CCNA (or equivalent network vendor certification)
• Microsoft AZ-104

Experience:

• Required: Minimum of 2 years of experience supporting computers and network technologies.
• Preferred: 2-3 years of experience with strong documentation and written communication skills.

Skills:

• Proficiency in troubleshooting advanced network and server configurations.
• Ability to troubleshoot onsite workstation, network, and physical server issues.
• Ability to install and configure standard business applications.
• Understanding of home and business networks.
• Familiarity with word processing, spreadsheets, Internet software, anti-virus, and email applications.
• Strong communication, problem-solving, and organizational abilities.

Physical Requirements:

• Ability to sit and walk within office areas.
• Ability to lift 50 lbs and unbox/install equipment.
• Must have systems online, logged in, and ready by the start of the shift.
• Coordination of breaks with the team or manager.

Other Requirements:

• Fluency in English (read, write, and speak).
• Mathematical abilities for scheduling and basic accounting functions.
• Reasoning ability to resolve logistic or process control problems.

Working Conditions:

• Combination of work-from-home and in-office work depending on specific position requirements.
• Occasional visits to clients, suppliers, and professional conferences.
• Travel by ground and air may be required.
• This is a results-oriented position and may be considered stressful.

Essential Functions:

• Prioritize client needs and support the company's business goals.
• Provide ongoing support and expertise to clients and co-workers.
• Maintain certifications and learn new technologies.
• Communicate effectively to ensure all issues and requests are completed.
• Work unsupervised in remote locations when necessary.

Confidentiality:

• Maintain confidentiality of all financial, proprietary, technical, security, sales, human resources, and marketing information.

WHAT’S IN IT FOR ME?

• Health, Dental, Vision Insurance
• 100% Company-paid Disability Insurance/Life Insurance
• Responsible Paid Time Off
• 401K Matching
• Paid Certification Training
• LAN Parties
• Team Building (camping, Breakout Games)
• Monetary Tenure Recognition

Professional Overview

• In business since 1984
• Large regional business with 6 locations across the Southeast Region
• Ranked as a top MSP in the World by MSP Mentor
• Member of 35B association; offerings services throughout the US
• Professionally managed using Best in Class metrics and procedures

Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. NetGain encourages you to break that statistic and to apply. No one ever meets 100% of the qualifications. We look forward to your application.

NetGain Technologies is an Equal Employment Opportunity (EEO) employer that is committed to a safe and drug free work place. NetGain performs pre-employment criminal background checks and substance abuse testing which includes a urine drug tests to detects the presence of illegal drugs. We appreciate your cooperation in keeping NetGain a safe and drug free company.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Work Location: Hybrid remote in Lexington, KY 40511

Salary : $50,000 - $60,000