Field Service Engineer L2+

Kjtechnology; New York (NY); On-site; USD 80,000 - 100,000; Full time

Job description

KJ Technology is Hiring: Field Service Engineer L2+

Responsibilities:

• Respond to assigned Level 2 reactive and proactive help desk service requests; user-generated or auto-generated through monitoring infrastructure.
• Services to be delivered both on-site and remotely.
• Provide timely and effective communication updates verbally and in writing to requestors, customers, leads, and management.
• Cross team collaboration with Project and Internal IT Teams, when needed.
• Collaborate with other engineers as needed based on skills and complexity, and as assigned by management or leads.
• Perform incident and problem resolution on assigned incidents and owns the request through to completion and resolution.
• Perform standard changes related to moves, adds, changes, deletion (MACD) in accordance with documented standards, policies, and procedures.
• Participate in and contribute to collaborative work teams established to improve service levels and gain efficiencies.
• Establish development plans with KJ management that will improve skills and marketability of YOU as an IT professional, as well as improve the KJ brand via highly rated customer experiences.
• Utilize the IT Configuration Management Database and Knowledge Base systems to obtain and update relevant information.
• Communicate and coordinate with internal and external resources to ensure optimal processing of service requests.

What you need to succeed:

• A minimum of 3 years relevant working experience, preferably with a managed service provider (MSP). Other experiences considered “transferrable” will be considered.
• Excellent verbal and written English communication skills; understands active listening and can demonstrate abilities to empathize with people.
• Resourcefulness in finding root cause and solutions to problems.
• Possess a basic level of awareness of 3 core ITIL Service Processes (Incident, Problem, Change).
• Driven to learn new technologies, methods, and practical skills.
• A valid driver's license is required. Access to a car is preferred.
• 1 or more of the following certifications preferred:
  • CompTIA Network +/Security+
  • Microsoft Azure Administration
  • Microsoft 365 Administration

Technologies to Support:

• Account recovery
• Desk Physical Setups (Desktops, Docks, Laptops)
• Email Administration/Spam Filtering and Troubleshooting (M365, Outlook, Intermedia Exchange, Mimecast)
• Firewalls, Routers, APs, and Switches (mostly Cisco, Meraki, and Ubiquiti)
• Hardware: Desktops, laptops, and peripherals (HP, Lenovo, Dell, Apple), including network connectivity (e.g. - VPN)
• IT Ticketing System (ConnectWise is a plus)
• Network Monitoring (Auvik experience is a plus)
• Operating Systems: Windows Desktop OS, MacOS, Windows Server
• Printers: HP, Brother, Epson, Ricoh
• Procurement recommendations and administrative follow up
• Remote Control – ScreenConnect
• User account creation and administration - Active Directory Users/Computers/GPO/permissions

Targeted Annual Earnings:

The Targeted Annual Earnings range is $55,000 - $80,000. This Targeted Annual Earnings is based on a base salary and a performance-based bonus.