Tier 2 Engineer
We are currently seeking a Tier Two Engineer that will be responsible for providing support as well as leading internal IT projects.
You will be acknowledged as the internal expert and sought after by others for leadership and understanding of complex solutions that cross a variety of technical domains. You have experience executing complex projects independently and/or as team lead.
Responsibilities:
- Acts as a primary escalation point for Tier I engineers in remediating service requests and incidents, for both clients and internal operations
- Primarily focused on assisting with the troubleshooting of various issues, service requests or incidents
- Take appropriate actions while assisting and enabling Tier I engineers to troubleshooting incidents and providing basic service coordination for initial triage/troubleshooting of service requests
- Review completed service requests and incidents for errors or omissions, and identify additional actions required to resolve outstanding issues and ensure excellent customer service
- Act as the first line for incoming customer communications, when required
- Design product implementation plans for clients
- Install, configure and provide subject-matter expertise on the various systems, software and appliances
- Put together project files in a timely manner and provide project management services when appropriate
- Identify professional service opportunities to address customers’ security, network, storage, systems, voice and mobility needs
- Assist in defining our value proposition to end-users
- Assist in sales opportunities with sales personnel
- Create detailed documentation in our knowledge base as well as continually developing accurate product and application knowledge
- Have a working understanding of the Managed Services Industry, and offerings of major IT vendors such as Microsoft, Cisco, HP, Dell, etc.
- Maintain technical competency on all our IT offerings
- Follow the current policies and procedures for tracking activities in our various tools
Skills / Qualifications:
- Must have the ability to assist the sales process with general technical advice
- Must be able to design and implement virtual environment with High Availability, iSCSI and SAN
- Working knowledge of networking with VLAN’s, routers, switches, along with DNS, DHCP, SSL, and other IP related services
- Must exhibit understanding, sensitivity and awareness of the specific needs of clients to develop accurate and efficient technical solutions
- Must foster and maintain relationships with clients, prospective clients and vendors
- Reliable vehicle, car insurance, valid driver’s license