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Support Services Engineer II

Company: M.A. Polce Consulting
Location: Rome
Posted on: April 9, 2021

Job Description:

*Please note that this position is located in Upstate New York and cannot be done remote*

Summary of Position: This position is responsible for providing all aspects of day-to-day Information Technology (IT) support for customers and their users, taking lead on special assignments, handling escalations from level one Engineers, and providing training and guidance to the team. Key responsibilities include, but are not limited to, helpdesk support and maintenance of hypervisors, servers, storage, backup systems, network and network security devices, Cloud services, VoIP and IP video camera solutions, end-point devices and more.
Essential Duties & Responsibilities:

  • Provide value to a cross-functional team and engage in a learning work culture
  • Communicate well by striving for mutual respect and being professional, approachable, friendly, and honest with colleagues, customers, and vendors
  • Provide excellent customer service by projecting a positive, helpful image and maintaining a professional attitude
  • Handle and resolve incoming escalations from level one Engineers and escalate to level three Engineers or the supervisor, if needed
  • Take lead on special assignments with level one Engineers and others as assigned and report progress to the supervisor
  • Provide on-going training and guidance to level one Engineers
  • Serve as the first point of contact for end-users requesting technical support over the phone, email, or service ticket system
  • Provide all aspects of day-to-day IT support for technologies including, but not limited to; Cisco and Meraki network equipment, Cisco on-prem and Cloud VoIP solutions, Citrix virtual applications, Microsoft Hyper-V and VMware ESXi virtualization, Nimble Storage SAN, Windows Server 2012/2016/2019, Exchange Server 2013/2016/2019, Microsoft Active Directory, Microsoft 365, Windows 10 end-points, Barracuda appliances, Veeam backup solutions, Axis IP video camera solutions, more
  • Respond to and resolve remote monitoring and management (RMM) systems alarms and notifications for managed services customers
  • Submit accurate service ticket information and time in the service ticket system
  • Maintain technical documentation
  • Continually improve technical skills by attending vendor training, working with experienced colleagues, earning certifications, and/or reviewing the personal development plan
  • Demonstrate leadership ability when working in a team setting or alone and unsupervised
  • Analyze workflows and schedule work to meet priorities and goals in an efficient, effective manner
  • Maintain high availability when on-call
  • Adhere to work schedule and demonstrate flexibility as requested
  • Additional duties and special assignments as requested

    Qualifications:
    • Bachelor's Degree in Computer Science or related field and a minimum of 2 years' experience in IT or equivalent professional experience
    • Ability to demonstrate proficiency providing level two IT support
    • Ability to multi-task and prioritize
    • Strong verbal and written communication skills, including interpersonal, facilitation, and
    • effective presentation skills
    • Ability to pass background checks
    • Ability to obtain and maintain security clearances, if required by our clients
    • Hold a valid drivers' license and be able to commute to local client locations, as needed
    • Must be available to participate in on-call rotation
    • Must be able to work flexible hours, if necessary


      Preferences:
      • Cisco CCNA
      • CompTIA Network+
      • Microsoft 365 Enterprise Administrator Expert
      • Microsoft Certified Professional
      • 2 plus years' extensive experience with supporting Windows servers and personal computers
      • 2 plus years' extensive experience with supporting Cisco networks

Keywords: M.A. Polce Consulting, Syracuse , Support Services Engineer II, Engineering , Rome, New York

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