Senior Support Engineer – Tier 2
New Era Technology
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
Tech Stack
About the role
- Customer Satisfaction through the delivery of world class Support Services.
- Optimizing productivity while assigned to customer tickets or projects.
- Ability to prioritize work through ticket and project status.
- Problem-solving and resolution of network issues and escalating where appropriate.
- Ticket Quality Control and Ticket Management.
- Customer Service including phone, video, and email communication.
- Occasional on-site to nearby customers (less than 5%).
- Occasional on-call responsibility/rotation.
- Participation in process improvement initiatives.
- Documentation skills for customer environments.
Requirements
- 3-5 years’ experience as a Systems Engineer.
- Ability to troubleshoot, Analyze, and configure VMware, O365, backups, desktops, Window, client/server in a variety of Operating Systems.
- Proven track record and experience with Microsoft, Mac, and Virtual services.
- Participate in planning and execution of new and existing equipment hardware and firmware upgrades, including patching.
- Working technical knowledge of current network hardware, protocols, and internet standards.
- Strong background with ticketing systems and tracking work.
- 2+ years in a customer facing role, MSP preferred.
- 2+ years working with SaaS products.
Benefits
- Full Benefits
- Medical
- Dental
- Vision
- 401K match
- 28 PTO Days including company holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingVMwareO365backupsdesktopsWindowsclient/servernetwork hardwarenetwork protocolsinternet standards
Soft skills
customer satisfactionproblem-solvingprioritizationcommunicationdocumentationprocess improvementticket management