Technical Support Engineer - Level 2

Chris Baily; New York (NY); On-site; USD 75,000 - 110,000; Full time

Job summary

Pro4ia is seeking a Technical Support Engineer – Level 2 to join our global technology services team in New York. You will resolve complex desktop, server, and network issues and provide off-site support for installations, maintenance, and usage of company products.

The role requires 7+ years with Windows/MacOS, a computer science degree, and strong customer service. You will work with Citrix XenApp, VMware vSphere, and Hyper-V in a fast-paced, client-focused environment.

Qualifications

• 7+ years of experience with Windows desktop and server OS, and MacOS.
• Bachelor’s degree in computer science or equivalent experience.
• MCSA is preferred.
• Advanced level experience with server, desktop, and network support.
• Expertise in installing, maintaining, and securing Windows Server and Exchange (in-house and hosted).
• Experience with Citrix XenApp/XenServer, VMware vSphere, and Hyper-V.
• Excellent verbal and written communication skills.
• Exceptional customer service and phone etiquette.
• Able to manage multiple tasks with shifting priorities.

Responsibilities

• Provides off-site technical support for installations, usage, or maintenance of company products.
• Provide level 2 and 3 support via help desk tickets to meet client obligations.
• Respond to and resolve advanced desktop, server, and network issues escalated from lower levels.
• Support Microsoft Windows stack, DNS, DHCP, Active Directory, Exchange (in-house and hosted).
• Participate as a strategic member of the technology team and document client work.
• Create and maintain client-related documentation and participate in team meetings.

Skills

Windows Server

Windows Desktop

MacOS

Active Directory

Exchange

Citrix XenApp

XenServer

VMware vSphere

Hyper-V

Networking

Customer service

Troubleshooting

Education

Bachelor’s degree in computer science

Tools

VMware vSphere

Citrix XenApp/XenServer

Microsoft Hyper-V

Job description

Job Description Technical Support Engineer – Level 2Pro4ia is a global technology services company, providing solutions and expertise as a trusted technology partner. We apply our enterprise-level project management skills to core IT services so clients can achieve predictable and reliable results.

The Technical Support Engineer demonstrates strong customer service and troubleshooting skills to resolve all technical issues for our clients. The Technical Support Engineer will be responsible for supporting all end users relating to hardware and software, computer applications, and LAN related issues.

RESPONSIBILITIES

• Provides off-site technical support to customers on installations, usage, or maintenance of company products to ensure that the system is functioning according to specifications
• Provide level 2 and 3 support through our help desk ticketing system in time to meet our client obligations.
• Respond to and resolve advanced level desktop, server, and network issues that have been escalated from level 1 or 2.
• Support for Microsoft Windows Server, MAC OS, Citrix and VMWare technologies.
• Support for the Microsoft Windows stack, DNS, DHCP, Active Directory, Exchange in-house and hosted e-mail systems.
• The ability to participate effectively in multiple support efforts and provide technical expertise.
• Create and maintain client-related documentation.
• Actively participate as a strategic member of the technology team, including participating in team meetings and providing technical support for our managed service clients.

REQUIRED EXPERIENCE

• 7+ years of experience in Microsoft Windows desktop and server operating systems; MAC OS technologies.
• Bachelor’s degree in computer science or equivalent experience.
• MCSA Preferred.
• Advanced level experience with Server, Desktop, and Network support are required.
• Expert in installing, optimizing, maintaining and securing of Microsoft Windows Servers, Active Directory Microsoft Exchange (in- house and hosted) environments.
• Expertise with building and supporting Citrix XenApp and XenServer, VMWare vSphere, and Microsoft Hyper-V technologies.
• Excellent verbal and written communication skills.
• Exceptional customer service and phone etiquette skills.
• Team player, ability to work on multiple, concurrent tasks and adapt to shifting priorities.
• Detail oriented and strong problem-solving capabilities.
• Ability to work proactively and collaboratively with entire staff
• Ability to adjust work schedule to meet deadlines and work independently
• Accountability, adaptability, assertiveness, dependability, initiative, and responsiveness are essential.
• Desire and demonstrated ability to continuously learn (new technologies, client business issues, other job functions, etc.)
• Discretion and good sense in dealing with clients and willingness to see a problem through to its resolution.

Company Description Sister company of Pro4ia Inc. (http://www.pro4ia.com/)

Company Description Sister company of Pro4ia Inc. (http://www.pro4ia.com/)