Job Description

Provide remote support for Level 2 issues (desktop, server and infrastructure support).

Follow task creation, work, closure, and escalation procedures.

Support team members with resolving client issues.

Meet or exceed position Key Performance Indicators (KPIs).

Serve as a technical escalation point and mentor to Level 1 Engineers.

Producing and providing technical training to team members.

Excel in the areas of:

Remote troubleshooting skills.

Client service skills.

Professionalism.

Required Knowledge, Skills, and Abilities

• - At least two of the following industry certifications is required:

  - MCSE/MCP Server 2008 or above.

  - MCSE/MCP Exchange 2007 or above.

  - CompTIA Server+.

  - Cisco Certified Network Administrator (CCNA).

  - Apple Certified Technical Coordinator (ACTC).

  - 5 or more years of experience with troubleshooting and providing remote support for the following technologies.

  - Microsoft/Office 365.

  - VMware 5 and Later.

  - Windows Server 2008 and Later.

  - Fortinet, Cisco/Meraki Firewall, Switches, and Access Points.

  - BA, BS or similar degree in computers/electronics or relevant experience.