IT Service Level 2 Technician

Job Title: IT Service Engineer

Department: Service

Reports To: Service Manager

General Summary: The Service Engineer is responsible for handling high-level support of service requests, pro-active changes to clients’ networks, and implementing security-related improvements.  This relates to all technology, to include workstations, servers, printers, networks/associated hardware, and vendor specific hardware and software.

Essential Duties and Responsibilities

• Advanced support relating to technical issues involving Microsoft’s core business applications and operating systems including Office 365 (M365) Admin portal, Exchange Admin portal, and others
• Architecture and support of disaster recovery solutions
• Advanced support and setup of Active Directory/DNS/DHCP/SQL/File servers in a domain environment
• Design and installation of Routers, Managed Switches, and other network infrastructure including but not limited to Meraki and Unifi management
• Advanced remote access solution implementation and support: ScreenConnect/Control, VPN, Terminal Services, etc.
• Use of PowerShell and scripting to accomplish tasks
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities:

• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Work with the Dispatcher/Service Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Improving security by following NIST or CMMC protocols on client systems
• Responsible for entering time and expenses in ConnectWise (CRM software) as they occur
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets into ConnectWise

Knowledge, Skills, or Ability Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Interpersonal skills such as telephony skills, communication skills, active listening and customer-care
• Troubleshooting technical issues, both hardware and software
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• System documentation maintenance and review
• Ability to work from home as needed (requires adequate broadband internet)
• Experience in ConnectWise or similar service ticketing tools is a HUGE plus.
• Experience with tools such as Labtech, Connectwise Automate, Kaseya, or Level Platforms is a HUGE plus

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Blacksburg, VA 24060