Systems Engineer II

EXOS; Indianapolis (IN); On-site; USD 55,000 - 75,000; Full time

Job summary

A leading technology support company located in Indianapolis, Indiana is seeking a skilled individual for a customer support role. This position focuses on resolving Tier 1 and Tier 2 requests effectively while ensuring high levels of customer satisfaction. The ideal candidate must have over 5 years of desktop support experience, strong communication skills, and familiarity with Windows systems. The role also involves overseeing installations and troubleshooting issues related to hardware and software peripherals. 24/7 on-call participation is required.

Qualifications

• Minimum 5 years of Tier 2 desktop support experience.
• Proficient in Windows-based computer operations and troubleshooting.
• Familiar with helpdesk procedures and Microsoft Windows software.

Responsibilities

• Resolve Tier 1 and Tier 2 customer requests via phone and email.
• Promote customer satisfaction through effective communication.
• Oversee installation and support of systems at client sites.

Skills

Organizational skills

Verbal communication

Written communication

Tier 2 desktop support experience

Active Directory knowledge

Microsoft Office O365 Suite

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.