09/01/2020
The IT System Engineer is responsible for providing level II/level III support for all service and support needs for our customers as well as handling support service requests remotely and over the phone. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
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.
• CCNA (Cisco Certified Network Associate) is a plus.
• 2+ years’ experience in network, hardware and software support
• One or more Professional IT Certifications a plus, such as: A+ certification, Microsoft MCP, MCSA, or MCSE, or VMware VCP
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT 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
ESSENTIAL DUTIES AND RESPONSIBILITIES
• IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
• Support services for Microsoft related technologies: Windows Server, Exchange, SQL, Windows Workstation, etc.
• Implement and support disaster recovery solutions
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix
• System documentation to include system reviews and recommendations
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
ADDITIONAL DUTIES AND RESPONSIBILITIES
• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service issues that cannot be completed within agreed service levels
• Communicate to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in PSA(Professional Service Automation) platform as it occurs
• Work through a daily schedule in PSA(Professional Service Automation) platform that has been established through the dispatch process
• Understand processes in PSA(Professional Service Automation) platform by completing assigned training materials and blueprints on the PSA(Professional Service Automation) platform University
• Enter all work as service tickets into PSA(Professional Service Automation) platform
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
• Must be able to pass a criminal background check and drug screen
