System Engineer 2

Job Description Job Title: System Engineer Level 2 Reports to: COO Department: Service Delivery

Job Description: The Service Desk Escalation Engineer Technician is responsible for handling support of service requests escalated from Service Desk Technician in a professional and timely manner. This relates to all technology, to include: workstations, servers, networks, and vendor specific software. Basic Functions:

• IT remote support relating to technical issues involving Microsoft’s core business applications and operating systems.
• Technical remote support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Recognizing when to engage manufacturer support for client issues and the ability to collaborate effectively with the manufacturer’s remote engineers to troubleshoot and resolve problems.
• System documentation maintenance and review in ConnectWise to maintain a knowledge base.
• Perform Network Administration Visits for contracted clients.
• Provide status updates to clients and management.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
• Must act as on-call representative periodically.
• Must be able and willing to travel locally.

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Ability to work in a team and communicate effectively.
• Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
• Escalate service requests that require engineer level support.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Enter all work as service tickets in ConnectWise.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Advanced understanding of operating systems, business applications, and network systems.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Advanced diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Strong organizational and customer service skills.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.

Educational/Vocational/Previous Experience Recommendations:

• BA/BS, preferably in computer science or a related field.
• Minimum of 3 years of IT or related experience including a minimum of 1 year in a support environment.

Benefits:

• Competitive salary based on experience and qualifications.
• Health, vision, disability and life insurance benefits as well as a 401(k) included.
• Fun working environment and culture.
• Great opportunity for advancement.

Only local candidates need apply. The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

• Copyright © 2016 ConnectWise, Inc. All Rights Reserved. Copyright Strictly Enforced. Published Jan. 1, 2016