Careers

We are seeking a highly motivated and skilled Systems/Support Engineer (Tier 2) to provide advanced technical support and ensure the stability and performance of our IT infrastructure. This role involves troubleshooting complex technical issues, performing installations and upgrades, creating documentation, and assisting Tier 1 engineers. You will be responsible for evaluating, tracking, escalating, and managing reported requests and problems to ensure timely resolution. This position requires a strong understanding of IT principles, excellent communication skills, and the ability to work both independently and collaboratively in a fast-paced environment. Occasionally, work may be performed from a home office, requiring reliable internet connectivity and a suitable workspace.

Responsibilities

• Provide advanced technical support for server and cloud-based products.
• Act as a primary escalation point for Tier I engineers in remediating service requests and incidents.
• Provide timely issue resolutions by evaluating, tracking, escalating, managing of all requests/problems reported.
• Diagnose and resolve technical issues remotely.
• Perform remote installations and upgrades for equipment at customer sites.
• Assist Tier 1 Engineers and Technicians remotely with technical issues.
• Work on tickets, update them, and communicate with customers in a timely fashion.
• Collaborate with Tier 3 support and other IT specialists to resolve complex problems.
• Assist with maintenance of customer service SLAs.
• Create installation and troubleshooting documentation.
• Monitor operations and performance related to servers and storage systems to diagnose problems and develop a stable and reliable platform.
• Take a proactive approach to monitoring platforms and services, identifying and predicting problems.
• Document and maintain accurate records of support interactions and solutions.
• Stay current with industry trends and emerging technologies to enhance troubleshooting capabilities.
• Collaborate and consult with other technical or development teams on projects.
• Document all work and customer changes .
• Maintain and troubleshoot systems, storage, and software-related incidents.
• Configure various systems and appliances for customers.
• Follow the current policies and procedures for tracking activities in CRM tools.
• Provide support for corporate-owned assets, primarily workstations, laptops, and servers.
• Troubleshoot workstation, networking, storage, and server issues on a variety of platforms.

Requirements

• Physical Demands: Employees in this role must be physically capable of performing essential job functions that include standing, walking, using hands and fingers, reaching, climbing, balancing, stooping, kneeling, crouching, crawling, and regularly lifting up to 50 pounds. These physical demands are necessary for successful job performance.
• 2+ years of MCSE-equivalent experience in a technical support role or similar.
• Strong troubleshooting skills in hardware, software, networking, and security.
• Excellent communication skills, both written and verbal, with the ability to explain technical issues to both technical and non-technical users.
• Experience in installation and troubleshooting of server-based technologies, and operating systems.
• Structured Cabling experience a plus
• Knowledge of telecommunications, networks, and related security technologies.
• A basic understanding of the TCP/IP suite.
• Understanding of Virtualization technologies, Networking, and Operating Systems.
  • Domains / Workgroups
  • User accounts and Services
  • Security (Key and certificate management and troubleshooting, authentication methods, secure communication protocols)
  • OS low-level troubleshooting: CLI, log review, firewall and file operations
  • TCP/IP / DHCP / DNS / NTP
• An understanding of VoIP and SIP (a plus).
• ESXi / VMware experience a plus. Experience with Hyper-V technologies (as an alternative to VMware). Experience with Nutanix AHV (a plus).
• Ability to meet deadlines.
• Manage a constant workload and prioritize tasks effectively.
• Understanding of IT principles and an ability to communicate technical concepts simply and effectively to a varied audience.
• Strong sense of discretion and confidentiality required when handling customer and company information.
• Ability to be efficient and accurate in your duties.
• Ability to absorb and implement concepts quickly.
• Ability to work independently with minimal supervision and also collaboratively within a team.
• ADDITIONAL REQUIREMENTS: Occasionally, you may be working from a home office so reliable home internet connectivity is required along with an office space conducive to supporting customers without distraction.

Preferred Qualifications

• Relevant certifications such as CompTIA Network+, Security+, or Microsoft Certified Systems Engineer (MCSE).
• Experience with Wireshark or other packet capture products.
• Experience with database technology such as SQL Server and MySQL.
• Familiarity with ITIL practices (a plus).
• Experience with ticketing systems.

Experience with Active Directory (Account creation, password resets, group and distro list membership).

We are seeking an enthusiastic and customer-focused individual to join our team as a Level 1 IT Help Desk Technician. This entry-level position provides first-level technical support to customers, resolving issues related to hardware, software, and networks. The technician will assist customers remotely and in person, guiding them through troubleshooting and aiming to resolve issues efficiently while prioritizing customer satisfaction. Excellent problem-solving, communication, and interpersonal skills, along with a basic understanding of IT systems, are essential for success in this role.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone, email, online chat, or in person.
• Take initial inquiries and troubleshoot and manage relatively simple hardware, software, or network problems.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Walk customers step-by-step through the problem-solving process.
• Determine the best solution based on the issue and details provided by customers.
• Provide quick and effective assistance with information technology systems.
• Guide customers remotely and in person through systems configuration and maintenance.
• Help with troubleshooting hardware and software issues, including PCs, applications, and related peripherals such as printers and scanners.
• Install, deploy, and repair hardware and software on client sites, often at the direction of more experienced personnel.
• Recognize and escalate more difficult or unresolved problems to Tier 2 support or next-level personnel.
• Listen attentively to customers’ questions and concerns and offer optimal solutions.
• Log all call activity, record events and problems and their resolution in logs, and update client trouble tickets with the current status of the issue.
• Follow up with customers to ensure satisfactory service and keep them informed of ticket progress, notifying them of impending changes or agreed outages.
• Provide accurate information on IT products and services.
• Communicate customer feedback to the appropriate internal team members and pass on any feedback or suggestions by customers to the appropriate internal team.
• Respond to both customer and managerial communications in a timely manner.
• Document internal processes and procedures related to duties and responsibilities.
• Identify and suggest possible improvements on procedures.
• Create and update support documentation in accordance with standards to improve future troubleshooting efforts.
• Perform assigned tasks in support of client projects.
• Enter time and expenses in a clear and thorough manner as they occur.
• Participate in the On-Call rotation as defined in the Off Hours Procedure (if applicable).
• Undertake maintenance of computer networks, hardware, software, and other equipment at regular intervals.
• Performing numerous structured cabling jobs with a crew of two or more.

Requirements

• Physical Demands: Employees in this role must be physically capable of performing essential job functions that include standing, walking, using hands and fingers, reaching, climbing, balancing, stooping, kneeling, crouching, crawling, and regularly lifting up to 50 pounds. These physical demands are necessary for successful job performance.
• Proven experience as a service desk technician or other customer support technical role is a plus.
• Structured Cabling experience a plus.
• Less than two years of work experience in IT support is typical for this entry-level position.
• Good understanding of computer systems (such as Mac and Windows operating systems), mobile devices, and other tech products.
• Basic understanding of operating systems, business applications, printing systems, and network systems.
• Ability to diagnose and resolve basic technical issues related to hardware, software, and networks.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills, with the ability to communicate effectively to understand the problem and explain its solution at times to non-technical users.
• Excellent interpersonal and customer service skills, including telephony skills, active listening, and customer care.
• Patient, friendly demeanor with a great aptitude for listening.
• Customer-oriented and cool-tempered.
• Commitment to providing exceptional customer service and prioritizing customer satisfaction.
• Tech-savvy with working knowledge of common office hardware and software.
• Ability to break down technological processes and deliver clear, step-by-step instructions.
• Strong organizational skills with high attention to detail.
• Ability to multi-task and adapt to changes quickly.
• Typing skills to ensure quick and accurate entry of service request details.
• An associate degree or completion of coursework at a technical school may be required.
• Uphold company core values and standards with all customers.

Preferred Qualifications

• BSc/BA in IT, Computer Science, Networking, Cybersecurity, or a relevant field.
• Passion for problem-solving and customer service.
• Tech-savvy, with experience working in a tech-related field.
• Ability to diagnose and resolve a variety of technical issues.
• Team-oriented mindset with an openness to constructive feedback.
• Eagerness to learn new technologies and systems.
• Experience working as an IT help desk technician or in a similar customer support role.
• Familiarity with support tools, techniques, and how technology is used to provide IT services.
• Results-oriented and self-motivated with the ability to operate in a highly independent manner.
• Relevant certifications such as MS-900 Microsoft 365 Fundamentals, SC-900 Microsoft Certified: Security, Compliance, and Identity Fundamentals, CompTIA Net+, or CompTIA A+.