What are the responsibilities and job description for the Managed Infrastructure Engineer - Tier II position at Sparkhound LLC?
About the Role
As a Tier II Engineer you will provide both on site support and remote support for various Tier II support issues for clients in Baton Rouge, LA.
What you will do
- Support backlog on physical device imaging.
- Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation.
- Support daily technical support activities for desktop, data, and server management
- Set up and test desktop computer peripherals
- Perform the system changes adhered to organizational policies
- Conduct remote desktop troubleshoot to end-users along with documentation ticket maintenance
- Maintain technical documentation in association with other functional departments
- Communicate promptly on progress of incidents and requests.
- Handle incidents and requests with a courteous and professional attitude.
- Consult with clients for infrastructure issues and upgrades.
- Perform IT infrastructure analysis and remediation.
- Perform other related duties as required and assigned.
Are you a fit?
- 3-10 years professional IT job experience. Number of years of experience varies depending on level at which the Engineer enters the organization.
- 3 years professional experience in any relevant setting. Ability to understand and create managed Services reporting.
- Knows fundamental concepts of customer service and deeply understands clients’ businesses. Can also Identify root causes of client problems.
- Must have experience utilizing and troubleshooting issues with the following:
- Microsoft Windows Operating Systems (XP, 7, or 8)
- Microsoft Office Suite (2007, 2010, 2013, 2016)
- Microsoft Internet Explorer
- Microsoft Windows Server
- Managing Active Directory forecast
- Managing Microsoft Exchange
- Managing network resources for routing and switching
- Familiarity with advanced PC, server, and network hardware and associated devices.
- Knowledge of best practices for IT infrastructure management, support and security.
- Managing voice over IP environments.
- Managing Virtual Machine environments
- Managing Virtual Data Center environments
- Microsoft Office 365 management and use.
- Experience assisting users over the phone to resolve technical issues.
- Remote PC technical support.
- Team leadership or mentoring experience
Bonus Points for:
- ITIL Certification
- Microsoft Certified Professional (MCP)
- Microsoft Certified Solutions Expert (MCSE)
- CompTIA A Certification
- HDI – Desktop Support Technician Certification
- Hands On Experience with Microsoft SCCM and VDI.
About Us:
With multiple locations throughout the United States, Sparkhound is dedicated to enabling our clients’ businesses through leadership and digital transformation. For over 20 years, our consultants have provided experience, insights, and digital capabilities to ensure impactful business outcomes. We are on the talent hunt for problem solvers that can collaborate and partner with our clients to plan, build and run lasting business solutions.
Sparkhound is An Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, age, religion, sex, national origin, sexual identity or expression, sexual orientation, disability, veteran, military or marital status, genetic information or any other protected characteristics.