General Summary:

Seeking a Level II Helpdesk Engineer with strong technical aptitudes, backed by at least one year of front-line experience. Strong communication and customer service skills are a must as this position is fast paced and requires strong guidance and support to clients in need. Additionally, this position requires successful execution in integrating and/or solving problems in environments rich in Windows Server, Exchange, cloud infrastructure (M365 or Google Workspace), networking, VPN's, firewalls, backup systems and more.

Position Responsibilities:

• DAILY time entry accounting for at least 8 hours
• Documentation of Client Networks
• Basic Projects
• Assist senior/system engineers on complex projects
• T&M service requests
• Backup Maintenance
• Configuration of standard mail and messaging clients including Outlook
• Installation, configuration, troubleshooting and customization of MS Office Suite applications per customer's preferences
• Understanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, and hard drives, smart phones, and tablets.
• Server -- Experience preferred with Windows Server
• Configure file, print, and remote access services
• Administration, including add/remove users and groups from both cloud and on-premises directory systems, configure file permissions, and check event logs
• Configure and restore from backup
• Administration of enterprise e-mail 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
• Understands that the success of individuals is measured by the success of their teams
• Ability to quickly learn new technologies with 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
• Is self-motivated and can be self-directed when necessary
• Enjoys sharing information, supporting others, and working on a team to achieve team goals

Knowledge, Skills, and Abilities:

• Experience required with Windows desktop operating systems
• Understanding of TCP/IP and troubleshooting Internet connectivity
• Experience with routers and firewalls
• Experience with multiuser technology environments (Remote Desktop Services, Citrix, virtual desktop infrastructure)
• Understanding of relationship between routers, switches, patch panels and connecting nodes to a network
• Understanding of DNS services
• Working knowledge of firewall technologies -- Cisco, SonicWALL, Sophos, Juniper, Fortinet
• Working knowledge of wireless technologies - Controller vs controllerless, mesh technology, SSID management, signal encryption, dynamic VLAN, RADIUS authentication
• Working knowledge of security fundamentals -- endpoint protection, MFA, EDR/XDR, SOC/SIEM, phishing, threat management etc.

Credentials and Experience:

• Engineer with two to five years' experience
• Minimum 1 years' experience -- Cisco Switching, VLAN, Routing, Firewalling Support
• Minimum 1 years' experience - Mobile device support Android and Apple IOS
• Minimum 1 years' experience - Server Hardware Technologies (CPU/RAID/SC I) Support
• Minimum 1 years' experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
• Has at least one certification. The following certifications are preferred: M365 Foundations or Associate, CCNA/CCDA/CCNP, Project+, Network+, Security+,
• Solid dependable engineer, follows directions and maximizes billing opportunities
• Consistently receives good client feedback