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IT System Engineer Level II

Department

Service and Support

Reports to

Service Delivery Manager

General Summary

The IT System Engineer II is responsible for handling third-level support of service requests from our clients. This position can either be remote, onsite or embedded. This relates to all technology including workstations, servers, printers, networks, and vendor specific hardware and software, as well as line of business applications.

Essential Duties and Responsibilities
  • IT support relating to technical issues involving Microsoft’s core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
  • Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Advanced technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Advanced remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • System documentation to include system reviews and recommendations
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Act as a point of contact in place of our clients to help resolve advanced issues related to vendor hardware and software
  • Act as an escalation point and resource for fellow team members on technical issues
  • Perform Tier II duties for after-hours on-call issues
Additional Duties and Responsibilities
  • Improve customer service, perception, and satisfaction
  • Ability to work in a team and communicate effectively
  • Escalate service issues that cannot be completed within agreed service levels
  • Communicate with customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
  • Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
  • Work directly with Service Delivery Manager to create and update documentation on internal processes and procedures as well as client processes and procedures
  • Responsible for entering time and expenses in ticketing system as it occurs
  • Work through a daily schedule in ticketing system that has been established through the dispatch process
  • Understand processes in ticketing system by completing assigned training materials and blueprints on the ticketing system training module
  • Enter all work as service tickets into ticketing system
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
  • Attend, participate in, and lead training sessions in regularly scheduled team meetings
  • This position may require being on-call 24×7 at times to address alerts generated by network monitoring system to ensure timely response to critical after-hour client related issues
Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Interpersonal skills such as telephony skills, communication skills, active listening and customer care
  • Advanced troubleshooting and technical problem solving
  • Ability to multitask and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Willingness to help coworkers to resolve client issues in an effective and accurate manner

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.

Certification Pre-requisites/Requirements
  • MCSE – Required
  • CCNA – Required
  • Datto (Basic)
Education/Experience
  • Bachelor’s degree in information technology, computer science, or a related field from an accredited college or university AND four years of computer systems or network related experience
    OR
  • Eight years of computer systems or network related experience
  • Management approval
Physical and Other Requirements
  • Substantial periods of work utilizing a computer, monitor, keyboard, and mouse
  • Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, monitor, keyboard, and mouse
  • Stamina to maintain attention to detail despite interruptions
  • Vision to read printed materials and a computer screen
  • Hearing and speech to communicate in person and over the telephone
  • Possess reliable transportation to work outside of standard work hours when needed
  • Capable of lifting up to 50 pounds (from time to time)
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