We are a technology managed services and consulting company located in Nassau County, LI. We service the SMB market in the LI/NYC areas and are looking for an experienced field support engineer (preferably with experience in a managed services organization) that can help us deliver world-class technology service to our customers
This role will provide 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 problem issues and requests from our customers that will include procedural, software, hardware and operating system problems for all company and customer-supported technologies, which includes (but is not limited to) desktops, laptops, wireless devices, peripherals, and commercial and 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, business units, 3rd-party providers, etc.) whenever necessary in accordance with pre-defined SLA’s.
Open, track, escalate, resolve and close each problem in our in-house problem ticket 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 is desired, but not required
Must have an automobile 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).
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, we well as cloud solutions)
Proficient in the use and administration of:
Help desk/call center tool(s) and technologies, such as ticketing systems
Asset management systems
Systems & networking monitoring and management