Level II Engineer

Job Description
Provide technical support services to a range of clients in various verticals Field incoming telephone calls, voice mail messages, and emails from end users and respond appropriately to resolve issues Triage and document technical issues Troubleshoot LAN/WAN user connectivity issues Implement and support Office 365 products Perform Windows OS installs/updates/upgrades Support, monitor, and troubleshoot Windows and MAC workstation hardware and software issues Work technical support tickets for various clients in varying degrees of difficulty: o Microsoft Desktops o macOS Desktops o Active Directory o Office 365 o Mobile Devices o Troubleshoot LAN/WAN User Connectivity Issues o Install Software Applications o New User Setups Project support for projects including client onboarding, systems upgrades, enhancements, replacements Perform routine system maintenance Provide excellent customer service to all clients Requirements Experience supporting Microsoft/Apple Desktop operating systems Experience with Office 365 tenant space & user administration and applications Proficiency using remote access tools Knowledge of working within a ticketing system Effective communication skills (verbal and written) Proven, excellent customer service Patience under stressful situations (i.e. network outages, server down, etc.) Ability to think critically by using reasoning to identify the strengths and weaknesses of alternative approaches to problems Ability to work alone, in a group, or under direct supervision effectively An attitude conducive to learning and accepting challenges head on is a must Experience in customer facing direct support is a must A , Network certifications and either a degree in IS or commiserate experience Ability to work as a member of a technical team and independently Reliable Transportation