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Level 2 Service Desk Support Engineer

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Employment

Position: Level 2 Service Desk Support Engineer

Job Description:
As a Level 2 Service Desk Support Engineer you are required to receive escalated support tickets from a Level 1 Service Desk Engineer. This role requires each engineer to be accountable for working quickly and efficiently to provide industry-leading response time and first call resolution whenever possible. Under general direction, provide technical software and hardware problem resolution. Engineer resolves all Level One escalated end-user problems over the phone or from incident email requests; and escalates unresolved calls to a Level Three service desk support Engineer. Must-have qualifications are: personable phone presence, ability to stay organized, make good judgments, follow up as required, documentation and comfortable working in a fast paced environment.

Key Duties & Responsibilities:

Examples of key duties are interpreted as being descriptive and not restrictive in nature.

Technical Skillset:

  • Understanding of Healthcare with EHR environments, workflow and vendor management
  • Understanding/troubleshooting operating systems such as Windows 2003 R2, Windows 2008 R2 and Windows 2012
  • Understanding/troubleshooting in Active Directory, DNS, DHCP, WINS, Site Replication and DFS
  • Understanding/Troubleshooting Spam & Virus devices, and Web Filtering devices
  • Understanding/Troubleshooting hosting issues such as A records and MX records
  • Understanding/Troubleshooting of Microsoft Exchange 2003, 2007, 2010, and 2013
  • Understanding/Troubleshooting of Virtual Environments technologies such as VMware and Hyper-V
  • Understanding/Troubleshooting group policy, mapped drives and File Shares
  • Knowledge of Microsoft O365, Office suite, and SharePoint
  • Knowledge of Network Connectivity and Network Administration with technologies such as LAN, WAN & WLAN
  • Troubleshoot Network Printing – print queues, mobile printing, scan to email, and scan to folder
  • Administer Mobile Devices such as IOS, Android, IPADs, and Tablets
  • Knowledge in Networking, Wireless, WAN, Routing & Switching, and VPNs
  • Basic exposure to security products and solutions (Firewalls)
  • Centralized Anti-Virus solutions (Trend, Symantec, McAfee)
  • Ability to check for successful and failed Backups and remediate backup issues for products such as Symantec Backup Exec, VEAM and other related backup products
  • Ability to execute recovery strategies using Tape, Disk to Disk and Cloud based solutions
  • Perform scheduled Preventative Maintenance

Service Delivery:

  • Enter detailed documentation to track status of the work that was accomplished prior to closing or escalating a ticket, and communicate to the client the end result or expected next steps
  • Ability to coordinate and communicate with multiple vendors in certain support and/or outage situations
  • Ability to work in a fast paced, rapidly changing environment with a STRONG desire to learn
  • Must have excellent oral and written communication skills, including the ability to interact effectively with executives, end users, sales, vendors and peers
  • Respond to requests for technical assistance by phone and electronically
  • Ability to stay current with system information, changes and updates
  • Exercise the appropriate judgment with incident escalation
  • Follow standard service desk procedures
  • Excellent communication and conduct themselves in a professional and friendly manner
  • Experience in writing technical documentation
  • Exceptional time management abilities
  • Other Duties as required

Employment Standards

Ability To:

Deliver technical customer support over the phone in a call center environment; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between Level One through Level Three end-user problems; identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population.

Knowledge and Skills

  • Help/Service Desk or support center experience
  • Managed Services experience
  • Required: A+, Network +, MCSA Server 2008 or MCSA Server 2012 certifications
  • Preferred: Healthcare IT, CCNA, firewall experience

Education:

  • Associates degree in Information Technology, Computer Sciences or a related technical field and 3+ years of progressively responsible experience is desired
  • Candidates with 5+ years of technology experience will be considered in lieu of education

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