Systems Engineer II

EXOS; Indianapolis (IN); On-site; USD 60,000 - 80,000; Full time

Job summary

EXOS is seeking a skilled IT support professional for Tier 2 desktop support in Indianapolis. You will resolve escalated issues, set up new hires, and manage access rights across Windows-based systems and Office 365.

Responsibilities include fault isolation, documentation, and ongoing infrastructure support for client environments. The role requires strong communication, AD/GP experience, and the ability to work in a fast-paced, on-call setting.

Qualifications

• Minimum 5 years experience in Tier 2 desktop support.
• Experience with Active Directory, User Support and Group Policy.
• Windows-based literacy and familiarity with helpdesk procedures.
• Knowledge of Windows OS software and troubleshooting techniques.
• Knowledge of PC hardware installation and troubleshooting.
• Ability to install and deploy Windows-based PCs.
• Working knowledge of the Microsoft Office 365 Suite (Word, Excel, PowerPoint).
• Microsoft Modern Workplace certification is desired.

Responsibilities

• Resolve Tier 1 and Tier 2 customer requests via phone, email, and ticket entry.
• Promote a high level of customer satisfaction with appropriate urgency.
• New hire setup and orientation.
• Assign username, password, and access rights for systems and apps.
• Identify, research, and resolve technical problems.
• Maintain documentation on procedures, configurations, and inventory.
• Oversee installation, configuration, maintenance, and support of service/management apps or infra components.
• Monitor operation and assist with performance tuning and troubleshooting of hardware, OS, and apps.
• Support software/hardware on equipment (scanners, copiers, printers, monitors).
• Network cabling / server reboots / general network troubleshooting.
• Cell phone / MiFi support and upgrades (Verizon and ATT Firstnet).
• Participates in 24/7 on-call rotation.
• Perform other duties as assigned by management.

Skills

Tier 2 Desktop Support

Active Directory

Group Policy

Windows Troubleshooting

Office 365 Suite

Hardware Troubleshooting

Tools

Active Directory

Microsoft Office 365

Job description

• * This position is responsible for resolving Tier 1 and Tier 2 customer requests via phone, email, and ticket entry.
• * Promote a high level of customer satisfaction through proper telephone techniques and respond with the appropriate amount of urgency to user problems.
• * New hire setup and orientation.
• * Assign username, password, and access right permissions for the computer systems and applications.
• * Identify, research, and resolve technical problems
• * Maintain appropriate documentation on procedures, configurations, and equipment inventory.
• * Oversee installation, configuration, administration, maintenance, and support of service/management applications or infrastructure components incorporated at clients existing or future computing infrastructure.
• * Monitor the ongoing operation and perform activities to assist with performance tuning, troubleshooting of hardware, OS, and application issues.
• * Support software/hardware on equipment such as scanners, copiers, printers, monitors, and other peripherals.
• * Network Cabling / Server reboots / general network troubleshoot.
• * Cell phone / MiFi support and upgrades (Verizon and ATT Firstnet)
• * Participates in 24/7 on-call rotation
• * Perform other duties as assigned by management.

What You Have Done:

• * Excellent organizational, written, and verbal communication skills.
• * Minimum 5 years experience of Tier 2 desktop support.
• * Experience working in Active Directory, User Support and Group Policy support
• * Windows based computer literacy, and familiar with helpdesk procedures.
• * Knowledge of Microsoft Windows based software and troubleshooting techniques.
• * Knowledge of PC hardware installation, troubleshooting, and resolution techniques.
• * Ability to install and deploy Windows based PC's.
• * Possess working knowledge of the Microsoft Office O365 Suite, including: Word, Excel, and PowerPoint.
• * Microsoft Modern Workplace certification is desired.