TOSS C3 · 6 days ago
Level-2 Support Engineer
Southborough, MA
Full-time
Onsite
New Grad, Entry LevelTOSS C3 is seeking a Level-2 Support Engineer to join their winning team. The role involves providing telephone and email support, managing help desk tickets, and ensuring timely resolution of client issues while collaborating with management and senior engineers.
Cloud ComputingCloud SecurityComplianceCyber SecurityData StorageInformation TechnologyPrivate CloudSecurityVirtualization
Responsibilities
Be available for telephone or email support during the hours of Monday-Friday from 7:45AM-5PM
Open, continuously update, and close help desk tickets and pro-actively manage engineer’s tickets to timely resolution
Answer and return all client calls quickly and with courtesy
Create, monitor and print out daily and monthly Reports for CFO and engineers
Run numerous daily backup tests
Monitor incoming emails to be 100% sure that bad/unsafe emails are blocked & that good/safe emails are allowed thru
Respond to all incoming emails from clients appropriately and timely
Document and log client communications for purposes of accurate billing and documentation
Must be able to work closely and take direction from Management and Senior Engineers to resolve any issues
Perform internal projects/tasks as required
Exceptional people skills required
Strong organizational skills
Previous experience opening support tickets
General break/fix technical skills
Skills in all versions of Windows, Spam, Malware, Viruses, etc
Skills on the server-side are a MAJOR PLUS
Create tickets / assign to engineers incoming calls if needed
Troubleshoot client issues / prioritize issues
Join daily engineering conference call
Monitor incoming emails in addition to phone calls for ticket / prioritization
Qualification
Required
Be available for telephone or email support during the hours of Monday-Friday from 7:45AM-5PM
Open, continuously update, and close help desk tickets and pro-actively manage engineer's tickets to timely resolution
Answer and return all client calls quickly and with courtesy
Create, monitor and print out daily and monthly Reports for CFO and engineers
Run numerous daily backup tests
Monitor incoming emails to be 100% sure that bad/unsafe emails are blocked & that good/safe emails are allowed thru
Respond to all incoming emails from clients appropriately and timely
Document and log client communications for purposes of accurate billing and documentation
Must be able to work closely and take direction from Management and Senior Engineers to resolve any issues
Perform internal projects/tasks as required
Must be able to work early mornings, late evenings or weekends as required or at least be available to
Exceptional people skills required
Strong organizational skills
Previous experience opening support tickets
General break/fix technical skills
Skills in all versions of Windows, Spam, Malware, Viruses, etc
Skills on the server-side are a MAJOR PLUS
OS Platforms: Windows XP, Windows 7, Windows 10 and Windows Server, (e.g. Windows 2003 Server, Windows 2008 and 2012 a plus)
A + certified or equivalent experience
MCSE certification a plus
Knowledge of Windows Server / Active Directory a plus
Knowledge of remote access / Zoom
Ability to rid Malware / Virus using industry standard utilities
Ability to troubleshoot basic PC networking issues (i.e. does PC have IP address, is email flowing, etc.)
Ability to troubleshoot issue with common office productivity applications such as MS Office (versions 2010-2016)
Knowledge of various PDA (iPhone, Android, iPad, etc.)
Preferred
Microsoft Active Directory / Exchange
N-Central, Kaseya, or other RMM tool(s)
ConnectWise
Whole Disk Encryption
Citrix / VDI
VPN technologies
Firewalls (Cisco, WatchGuard, SonicWALL, Fortinet, Palo-Alto)
Mail flow / DNS records / spam blacklists & whitelists
Company
TOSS C3
TOSS C3 is a Cloud computing solutions and IT service company located in Southborough.
Founded in 1987
11-50 employees
Funding
Current Stage
Early StageLeadership Team
GREG HANNA
Founder & CEO
Mike Ciulla
Chief Operating Officer
Company data provided by crunchbase