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Stratix Systems · 2 weeks ago

IT Service Desk Engineer Level II

Newark, DE

Full-time

Onsite

Mid Level

$60K/yr - $70K/yr

3+ years exp

Stratix Systems is an innovative and growing company providing a full range of IT consulting services to small and medium-sized businesses. The IT Service Desk Engineer Level II is responsible for delivering exceptional customer service by providing technical support, training, and documentation for various IT projects and services, while also assisting in the development of internal engineers and technicians.

ComputerInformation ServicesInformation TechnologyRoboticsSoftware

Senior Management

Hiring Manager

Michael LeSage

Responsibilities

Provide remote and on-site client support to complete assigned tickets thoroughly and efficiently, resolving client’s issues in a professional and timely manner

Resolve end-user and end-customer escalation tickets to client satisfaction, within SLA resolution time frames and following best practices

Work with sales team on recommendations for existing and new client environments

Assess client environments including but not limited to networks, servers, onboarding, new clients, etc

Handle escalated tickets from Level I service technicians and take on Level 3 escalation tickets to continue to learn and grow

Support Microsoft Office products, Microsoft Windows Server, Microsoft Exchange Server (on-prem and in the cloud), Microsoft Active Directory, Office 365, and Azure

O365 migrations from start to finish, documenting, teaching, training, and developing of IT team for more efficient and effective deployment and service delivery results

Deploy Desktop and Laptop systems in a variety of client environments

Support and troubleshoot basic to complex issues such as but not limited to:

Server, networks, software, hardware, network issues, Windows, Mac desktop operating systems and Windows Server operating systems

LAN\WAN routing

>>>>>Firewall administration including VPN administration

>>>>>Mail migrations and setup

>>>>>VMWare and Hyper-V hypervisors

>>>>>Networking and firewall issues, including SonicWALL, HPE/Aruba, ADTRAN, Meraki, and Cisco

>>>>>>Familiar with managing various SaaS services, including Microsoft 365, spam filtering, managed AV, etc

>>>>>>Installing, configuring, and supporting Windows Desktops, QuickBooks, LabTech, ConnectWise, Smart phones

Perform technical assessments and provide sales-ready product and service recommendations, labor estimates, and statements of work

Follow the IT Best practice policies and procedures for effective and efficient execution

Complete additional duties as directed and assigned by management

Qualification

Managed Service Provider experienceMicrosoft Windows ServerMicrosoft Active DirectoryO365 migrationsFirewall administrationVMWareHyper-VNetworking issuesConnectWise ManageCertifications A+Certifications N+Certifications Security +Customer service experienceMultitasking skillsCollaborative team environmentExceptional communication skills

Required

Managed service provider experience or larger vertical IT support experience dealing with at least 50 to 100 clients

Ability to understand technical details in an incident or request to appropriately route the ticket to the correct support level and set priority

Prior customer service experience, including, but not limited to, speaking with clients in a professional manner daily

Exceptional written and verbal communication skills to interact with clients and internal team members regarding incidents, requests, based on ticket escalations

Collaborating with management to teach, train, develop, and mentor team

Capable of recording detailed information quickly and managing multiple calls, issues, and conversations throughout the day

Strong multitasking skillset to quickly resolve client IT emergency needs

Capable of identifying gaps in service delivery

Capable of working and engaging in a collaborative team environment