We are a managed services technology and consulting company located in Suffolk County, NY. We service the SMB market in the LI/NYC areas and are looking for experienced support engineers (preferably with experience in a managed services organization) that can help us deliver world-class service to our customers.
This role will require a technically sound and resourceful approach to solving issues that have been reported by our clients or escalated from 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 directly or as escalations from our Help Desk analysts. These problems include software, hardware and operating system problems for all company and customer-supported technologies, which includes desktops, laptops, wireless devices, peripherals, 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
Build, configure, and install hardware and applications for desktops, laptops, wireless devices, peripherals. You may also be required to perform basic server and network build as part of a support or project initiative
Participate in customer and internal technology projects (including planning, designing, implementing and supporting all relevant technology initiatives).
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 issue in our in-house problem ticketing system.
Prepare technical and procedural documentation relevant to systems and applications supported.
Qualifications and Skills
Bachelor’s degree in an IT-related discipline (preferred)
4-5 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).
Must be able to work well in a team environment and as a self-starter; be able to work well independently with little supervision