Tier III Technical Support Engineer (On-site)

KINETIX SOLUTIONS, INC.; Town of Florida (NY); On-site; USD 41,328 - 49,593; Full time

Benefits offered by this job

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Kinetix Solutions in the United States (New York area) is seeking a Tier III Technical Support Engineer to join our IT team. You will provide in-house technical PC hardware and software support for over 1000 associates, respond to calls, and visit associates to troubleshoot and resolve issues across Windows servers, desktops, laptops, and network systems.

The role includes special projects, documentation, and opportunities to work with cloud services.

Qualifications

• Minimum of five years of experience in the service industry, preferably critical customer service experience.
• Minimum 2 years’ experience Cisco Switching, VLAN, Routing, Firewalling Support
• Minimum 2 years’ experience with Server Hardware Technologies (CPU/RAID/SCSI) Support
• Minimum 2 years’ experience with Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
• The following certifications are preferred: MCDST, MCSE, MCP, CCNA/CCDA/CCNP, Project+, Network+, Apple

Responsibilities

• Support the day-to-day field service and repairs operation to maintain compliance to the Customer(s) contract Experiences
• Installation, configuration, troubleshooting and customization of MS Office Suite applications
• Responsible for designing and documenting all procedures used in the maintenance, repair, and upgrading of all equipment and software
• Manage client’s firewalls, networking equipment, and logical routing.
• Assist in continuous improvement initiatives
• Configure file, print and remote access services
• Administration, including add/remove users and groups, group policy, configure file permissions, check event logs, configure and restore from backup
• Administration of an enterprise email application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases
• Takes ownership of tasks and follows through to ensure complete resolution
• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Ability to provide accurate time estimates for how long a task will take
• Ability to proficiently plan, schedule and install new systems, offices relocations, appropriate infrastructure changes for various programs
• Consistently leads and works on complex assignments requiring independent action and a high degree of initiative to resolve issues
• Acts independently to determine methods and procedures on new assignments
• Able to identify and solve new or unique problems using analysis of facts and/or previous solutions
• Scope out equipment and software for customer projects such as servers, VM and operating system licensing, server racks and cabling
• Understands that the success of individuals is measured by the success of their teams
• Ability to quickly learn new technologies using self-study materials and intuition
• Ability to articulate technical information clearly and simply to non-technical people
• Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
• Willingness to travel long distances (in-state driving, overnight stays, occasional out of state travel)
• Willingness to be on-call
• Ability to vary work hours to meet customer commitments

Skills

Customer service experience

Problem solving

Communication

Teamwork

Travel willingness

On-call readiness

Education

MCDST

MCSE

MCP

CCNA/CCDA/CCNP

Project+

Network+

Apple Certification

Tools

Cisco Switching

VLAN

Routing

Firewalling

Server Hardware

Backup & Recovery

VPN Connectivity

Job description

As a Tier III Technical Support Engineer, you will be part of a team of IT professionals who provide in house technical PC hardware and software support for over 1000 associates. You will respond to user calls/tickets and personally visit associates to troubleshoot the nature of the problem and take the necessary course of action to resolve it. This will provide you with the opportunity work with a variety of equipment, cloud services and issues including Windows servers, desktops, laptops, network connectivity, software issues. In addition, you will also be assigned special projects in which you will get to research new technology and solve more complex problems.

Responsibilities:

• Support the day-to-day field service and repairs operation to maintain compliance to the Customer(s) contract Experiences
• Installation, configuration, troubleshooting and customization of MS Office Suite applications
• Responsible for designing and documenting all procedures used in the maintenance, repair, and upgrading of all equipment and software
• Manage client’s firewalls, networking equipment, and logical routing.
• Assist in continuous improvement initiatives
• Configure file, print and remote access services
• Administration, including add/remove users and groups, group policy, configure file permissions, check event logs, configure and restore from backup
• Administration of an enterprise email application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases
• Takes ownership of tasks and follows through to ensure complete resolution
• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Ability to provide accurate time estimates for how long a task will take
• Ability to proficiently plan, schedule and install new systems, offices relocations, appropriate infrastructure changes for various programs
• Consistently leads and works on complex assignments requiring independent action and a high degree of initiative to resolve issues
• Acts independently to determine methods and procedures on new assignments
• Able to identify and solve new or unique problems using analysis of facts and/or previous solutions
• Scope out equipment and software for customer projects such as servers, VM and operating system licensing, server racks and cabling
• Understands that the success of individuals is measured by the success of their teams
• Ability to quickly learn new technologies using self-study materials and intuition
• Ability to articulate technical information clearly and simply to non-technical people
• Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
• Willingness to travel long distances (in-state driving, overnight stays, occasional out of state travel)
• Willingness to be on-call
• Ability to vary work hours to meet customer commitments

Qualifications:

• Minimum of five years of Experience in the service industry, preferably critical, customer service Experience
• Minimum 2-years’ experience Cisco Switching, VLAN, Routing, Firewalling Support
• Minimum 2-years’ experience with Server Hardware Technologies (CPU/RAID/SCSI) Support
• Minimum 2-years’ experience with Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
• The following certifications are preferred: MCDST, MCSE, MCP, CCNA/CCDA/CCNP, Project+, Network+, Apple
• Solid dependable engineer, follows directions and maximizes billing opportunities
• Consistently receives good client feedback

Compensation: $30-36/per hour based on experience

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call
• Weekend availability

For over a decade Kinetix Solutions has been a leading provider of IT Managed, Cloud, Business Intelligence, and Custom Development solutions and is a direct software reseller. Local support teams paired with a 24 X 7 Support Center provide customers a seamless and cost-effective IT solution. This allows companies to focus on their business knowing that their IT infrastructure will be up and running and they will always have access to the latest innovative technologies. www.kinetixsolutions.com

Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP