What are the responsibilities and job description for the Service Engineer - Level 2 position at Tekscape, Inc.?
Job Summary:
The Service Engineer L2 provides the resource coordinator assistance in the acknowledgment, classification, and assignment of client tickets. The Service Engineer L2 is the first line of defense as well as an escalation point for Service Engineer L1 resources to assist either remotely or onsite at customer facilities handling customer requests, problems and/or incidents. Service Engineer L2 will assist with desktop, network and systems issues coming from tickets created via alerts, email, or phone calls. The Service Engineer L2 will also be the onsite resource to fulfill regularly scheduled onsite support commitments to various clients.
Responsibilities:
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The Service Engineer L2 provides the resource coordinator assistance in the acknowledgment, classification, and assignment of client tickets. The Service Engineer L2 is the first line of defense as well as an escalation point for Service Engineer L1 resources to assist either remotely or onsite at customer facilities handling customer requests, problems and/or incidents. Service Engineer L2 will assist with desktop, network and systems issues coming from tickets created via alerts, email, or phone calls. The Service Engineer L2 will also be the onsite resource to fulfill regularly scheduled onsite support commitments to various clients.
Responsibilities:
- Assist the resource coordinator in ensuring engineers are prioritizing and following up on the ticket queues regularly.
- Resolve support cases and work orders associated with end-user issues, physical and cloud infrastructure, and project related tasks.
- Escalation point for Service Engineer L1 items that are not able to be closed.
- Provide accurate, comprehensive notes on work performed to account for time spent with customers.
- Responsible for routinely recording ticket time accurately and updating ticket progress regularly in accordance with engineer policies.
- Perform basic hardware troubleshooting on desktop/laptops, printers, mobile devices, rackmount servers.
- Provide end-user software support on common productivity technologies such as Microsoft Office Suite, Microsoft Teams, SharePoint Online, OneDrive, and QuickBooks.
- Support and troubleshoot common mail platforms and security systems such as Microsoft Exchange, Google Workspace, Proofpoint Essentials and Mimecast.
- Triage with external vendors and manage the process to assist customers on systems, software, or network related issues.
- Execute basic system maintenance including software and operating system patching, software version upgrades and critical patch applications.
- Provide intermediate support of Active Directory such as add/remove users, password resets, Group Policy application, task scheduling.
- Deliver high-level consultation on information security fundamentals such as good password hygiene practices, multi-factor authentication recommendations and social engineering defense.
- Interface with common technology support tools such as Remote Monitoring and Management (RMM), Mobile Device/Mobile Application Management, Anti-Virus/Anti-Malware.
- Participate in after-hours client projects including cloud migrations/conversions, major upgrades, office relocations, and hardware refreshes.
- Apply intermediate understanding of network principles such as DNS, DHCP, TCP/IP.
- Deployed to client sites as needed to solve client issues.
- Provide onsite support coverage as needed for clients with regularly scheduled onsite support.
- Provide ad-hoc and temporary onsite support coverage tickets.
- Provide end-user account and end-user endpoint troubleshooting and support.
- Provide peripheral device support for end-user support.
- Experience supporting desktop and laptop hardware.
- Experience in supporting server hardware.
- Experiencing in installation and removal of data closet and server room equipment such as, but not limited to
- Servers
- Firewalls
- Routers
- Switched
- Uninterruptable Power Supplies ('UPS') Devices
- Endpoint VOIP Devices
- Strong troubleshooting skills and abilities.
- Advanced knowledge of Microsoft Office suite.
- Advanced understanding of e-mail and spam technologies, and how messaging flows through these systems.
- Intermediate understanding of cyber-security concepts and technologies like Multi-Factor Authentication (MFA), Anti-virus/Anti-malware, Software Firewall, Web-filtering and social engineering.
- Experience with management of end-user domain accounts and mailboxes.
- Ability to complete workstations and laptops following build guidelines and checklists.
- Familiarity with file system support including permissions, sharing, backups and restores.
- Strong documentation and communication skills
- Experience with PSA/Ticketing systems to track ticket closure and time spent on tickets.
- Understanding of the ConnectWise PSA and ability to manage and administer the PSA backend infrastructure and settings.
- Participate in after-hours on-call rotation for technical services support/Help Desk.
- Experience in other Managed Service Provider environments is preferred but not required.
- Experience with troubleshooting and remediation of workstation and laptop hardware
- Experience with management of Active Directory accounts/groups/objects
- Experience troubleshooting Microsoft Office Suite Products
- Experience with management and troubleshooting of end-user email issues and mailboxes.
- Office 365 & On-Premises Exchange Server Environments
- Experience with the management and troubleshooting of end-user mobile device issues.
- Experience with Public (Azure) and Private Cloud environments.
- Experience with Cisco and Meraki networking.
- Minimum of 3 years plus experience with maintaining, troubleshooting, and supporting of end-user technology, mobile devices, and applications.
- Desire and ability to motivate oneself and quickly develop new skills.
- Excellent written and verbal communication skills applicable to a customer service role
- Excellent planning and organizational skills, as well as sound independent judgment
- Able to travel for business and work beyond normal business hours when necessary.
- Able to lift and transport moderately heavy equipment such as computers, power supplies and servers more than 50lbs.
- Team player attitude
- Client satisfaction rate of 90%
- Annual KPI of 1700 engineering hours (142 Monthly)
- Service Ticket & Time Compliance Policy adherence of 95%
- Excellent Benefits (including medical, dental, vision, life insurance, HSA/FSA
- Paid Parental Leave (NYS Paid Family Leave)
- 401(k) plan with matching company contribution
- Vacation/ Paid Time Off / Sick Leave
- Professional Development Programs
- Commuter benefits through ConnectYourCare
- Employee Referral Programs
- Fitness/Wellness Perks through Justworks
- Corporate-Branded Swag & MORE
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