IT Support Engineer

Top Job

Located in Farmingdale, NY

Salary: 70K-89K

Support Engineer:

Review scheduled tickets, confirm tickets are scheduled according to; Client requested schedules, Priority, then total age of ticket.

Throughout the day a Support Engineer will be responsible for:

Receive transfer escalations from the Helpdesk Team.

Adhering to scheduled tickets.

Responding to customers on tickets assigned to them.

At the end of the day a Support Engineer will:

Review their schedule.

Ensure all tickets assigned to them have been responded to.

Reply or call back on any newly assigned or customer-responded tickets.

Check for tickets in "Remediation" status that they are Owner of to complete all QA follow-up requests.

Required Skills:

A tech who delivers top-level customer support and enjoys helping people

A Proven executor – You know how to make things happen

No Ego - we are not looking for techs sitting on pedestals. We are looking for someone who is willing to help others move forward and drive our team's goals.

Internal documentation track record with the outcome of helping your teammates gain more knowledge, familiarity with IT Glue.

Strong experience in troubleshooting, configuring, and managing Microsoft technologies, primarily focused on Windows Servers, Group Policies, and Active Directory structure.

Experience in troubleshooting, configuring, and managing DNS & DHCP in Microsoft Active Directory networks.

Knowledge and experience with advanced networking principles

Experience in troubleshooting, configuring, and managing Windows file shares and permission ACLs.

Demonstrated experience in networking and its concepts; ability to troubleshoot network issues and troubleshoot network devices such as Firewalls, Switches, and Wi-Fi.

Hands-On experience with virtualization technologies such as Hyper-V.

Remote Access Solutions

Remote Desktop / RemoteApps

Support Windows 7, 10 and 11 devices

Troubleshoot various printers and scanners from MFP Laser to Inkjet

Business class software for small and medium-sized businesses

365 account management

On Prem and Azure AD account management.

On-Prem applications and services

Client interactions

Coordinate with the client daily to ensure expectation is managed

Positive client engagement

Coordination between client and vendor for incident resolution

Able to comprehend and follow SOP

Update SOP and team when processes change

Create new supporting documents for discoveries as they occur

Support documentation for downstream success

Technical:

Candidate MUST HAVE previous experience working for an MSP, or as an IT Consultant supporting multiple client environments.

5+ years of RECENT professional experience in supporting the following for a variety of environments:

Microsoft Windows (server and desktop), Microsoft Outlook and the Office Suite

Internet-related technologies, including: DNS, registrars, SSL, webhosting providers

Microsoft Active Directory

Microsoft Exchange

Networking connectivity & related equipment including routers, managed switches, VLANs, WLANs, NAT, firewalls

Virtualization (Citrix/Microsoft/VMWare)

Server hardware and related technologies, including: RAID, iLO, IDrac, bare-metal restores, backup methodologies

Candidates with experience in the following would be preferred over others:

Familiarity with Datto RMM and Autotask

Familiarity with Remote Monitoring packages such as Automate, Continuum, Datto or NinjaOne

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