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Level 1 Support Engineer

Company Overview

We are a technology managed services and consulting company located in Suffolk County, NY. We service the SMB market in the LI/NYC areas and are looking for an experienced Help Desk/ Field Support engineer (preferably with experience in a managed services organization) that can help us deliver world-class service to our customers.

Job Summary

This role will require a technically sound and resourceful approach to solving issues that have been reported by our customers to our Help Desk. You will provide hands-on technical support services for customer-related technology that includes fulfilling requests, configuring and installing technology assets, and troubleshooting, resolving and escalating the more challenging issues that arise.

Responsibilities and Duties

  • Receive incoming technical issues and requests from our customers that will include software, hardware and operating system problems for all company and customer-supported technologies.  This will include desktops, laptops, wireless devices, peripherals, and commercial as well as proprietary software within the organization.

    Perform general break/fix and preventative maintenance functions as necessary: provide hands-on and/or remote solutions’ to desktops, laptops, wireless devices, and peripherals. You may also be required to perform basic hardware/software troubleshooting on servers and other network components

    Perform all build, configuration, and install services for desktops, laptops, wireless devices, peripherals.

    Escalate issues and requests to a higher level (Engineering teams, Application Development, 3rd-party Vendors, etc...) whenever necessary in accordance with pre-defined SLA’s.

    Open, track, escalate, resolve and close each problem in our in-house problem ticketing system.

Qualifications and Skills

  • Bachelor’s degree in an IT-related discipline. (preferred)

    2-4 years full-time experience in a technical support role. (field and/or in-house)

    Technical certification in a relevant technology discipline. (preferred)

    Must have an automobile, clean driving license and be willing to travel throughout Nassau, Suffolk, and the 5 boroughs of NYC.

    Able to work in a fast-paced, high-pressure work environment.

    Excellent oral and written communications skills.

    Excellent customer service skills.

    Able to interact effectively with all levels of internal company and customer contacts, up to and including Executive Management.

    Able to work flexible shifts (7am-6pm, M-F) and be available for 24-7 off-hours coverage rotation (nights & weekends).

    Technical Experience:

  • Strong hands-on experience, knowledge and understanding of:

    MS Windows XP/Vista/7/8/10 operating systems for desktops & laptops

    MS Office 2003/2007/2010/2013/365

    State-of-the-art desktop and laptop devices, wireless devices (including iPad, iPhone, BlackBerry, Droid) and associated peripherals.

    Basic working knowledge and understanding of:

    MS Windows Server 2003/2008/2012, Active Directory, and associated services (DNS, WINS, DHCP, etc.).

    MS Exchange Server 2003/2007/2010/2013/2016

    Networking (LAN & WAN) architecture and equipment (routers, firewalls, switches, hubs, cabling, IP telephony, etc.)

    Backup-related technologies (hardware/software solutions, as well as cloud solutions)



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