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IT Support Engineer - Tier 1 / Tier 2

Location: Huntsville, AL

Description & Responsibilities:

Basic Functions:

    • IT support relating to technical issues involving Microsoft s core business applications and operating systems.
    • Monitoring and support of Azure Backups.
    • Management of Exchange Online, SharePoint Online, Skype for Business, One Drive for Business, Cloud App Security, Intune, and AZURE AD.
    • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, Wi-Fi, and security.
    • Basic remote access solution support: IPSEC & SSL VPN, Remote Desktop Services, etc.
    • Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets.
    • Consistently documenting changes and updates to client environments
    • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

  • Resolute dedication to unparalleled customer service.
  • Fast turnaround of client requests.
  • Ability to work in a team and communicate effectively.
  • Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
  • Escalate service requests appropriately.
  • Responsible for entering all time and expenses as they occur.
  • Continuous education, expansion, and refinement of technical knowledge and credibility through industry standard certifications

Enhancing Customer Relations:

  • Interpret and discuss information with others and regularly provide advice and recommend actions involving complex issues.
  • Demonstrate professional attitude with client over the phone, on-site and through emails to resolve all client requests/questions.

Education

  • Associates or bachelor s degree in Computer Science or MIS from a reputable institute or 2 years of IT or related experience, special preference for Service Desk/Desk Side support experience.

Professional Certifications

  • Security+
  • Network+

Required Qualifications / Experience

  • 2+ years of progressive experience in the IT industry.
  • Those authorized to work in the United States without sponsorship are encouraged to apply. with the ability to pass an extensive background check

Optional / Desired Qualifications

  • Windows 10 Administration
  • ConnectWise & Kaseya Knowledge
  • Office 365 Administration
  • Windows Server 2008R2, 2012R2, 2016 Administration
  • Virtualization Technologies: Primarily Microsoft & VMWare technologies configurations.
  • Network Technologies such as TCP/IP, firewalls, SSL VPN appliances and IPSEC tunneling.
  • Incredible customer service skills.
  • Additional skills valued include Microsoft MCSE, VMWare VCP and/or Cisco CCNA.
  • Ability to work independently and a strong desire for personal and professional development.
  • Ability to identify and evaluate trends in industry best practice policies.

IT Support Engineer - Tier 1 / Tier 2