What are the responsibilities and job description for the Level II Engineer position at TeamLogic IT Denver Tech Center?
Company Description
TeamLogic IT is a national provider of technology services and solutions. We help our customers with their current and future IT needs by delivering solutions that assure high availability, security and flexibility for their IT infrastructure.
With 300 locations across North America and more than 500 technicians, thousands of businesses consider us their trusted technology advisor. We fill a void in the marketplace because we understand business and technology and are able to help our clients leverage technology to their advantage. Our philosophy is simple – we work with you the way we’d want someone to work with us.
Role Description
The Tier II Engineer’s role is to ensure system operation and functionality so that end users
can accomplish business tasks. The objective of the Tier II Engineer will be to respond to
support requests in a timely manner, be the initial escalation point for all IT support-related tickets, and to ensure the satisfaction of the end user, among other technical duties.
Level II Engineers are expected to display good interpersonal skills as they will interact with
colleagues from various departments, executive levels and customers daily. They will possess the ability to problem solve at a high level, extraordinary customer service skills, strong multi-tasking and organizational skills.
The Level II Engineer works jointly with the sales team to provide pre-sales and post-sales
support, including tasks such as discovery meetings, site surveys, proposals and presentations on technical assessments, implementations and ongoing technical account management. The selected candidate will be results-oriented, self-motivated, energetic, professional, reliable and a team player.
Role Responsibilities
* Provide support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
* Provisioning and system setup for new hires.
* Prioritize incidents and service requests according to defined processes to meet defined SLAs.
* Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
* Installing and configuring hardware and software components throughout various network infrastructure devices.
* Maintaining and monitoring all SOC applications for the client base to ensure all endpoints are protected.
* Server administration via Azure, AWS, Active Directory, File & Print services, DNS, DHCP.
* Network firewall and switch administration and maintenance.
* Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
* Management and monitoring of all client Backup solutions
* Establishing good relationships with all departments and colleagues.
* Ensuring company safety and security standards are met.
* Assist with onboardings and projects.
Role Requirements
* College diploma or university degree in the field of Computer Science and/or 5 years equivalent work experience.
* Exceptional written and oral communication skills.
* Experience with desktop and server operating systems including Mac OS.
* Experience writing proposals for technical solutions to fulfill business needs.
* Strong understanding of technology and business productivity systems.
* Active Directory knowledge and experience.
* Experience with UTM firewalls a plus.
* Ninja RMM and Autotask PSA Experience a plus
* Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
* Good problem-solving skills.
* Excellent customer service skills.
* Ability to work under moderate supervision.
* MSP experience a plus.
* Microsoft Server certification preferred.
* Valid Driver License and ability to drive to customer locations when required.
* CompTIA Net and/or CompTIA Security certifications preferred.
To Apply
Please send your resume and cover letter to frits@teamlogicit.com, or you can apply at https://teamlogic-it-denver-tech-center-co.careerplug.com/jobs/2333142/apps/new.