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Senior Support Engineer

NEW YORK-10003, NY, US
07/18/2018

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Required Skills

Active Directory

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Systems Support Engineer

$90K-$100K base

Midtown NYC

Systems Support Engineer is primarily responsible for providing first- and second-tier on-site support exclusively a key client onsite.

Issues may range from desktop support issues, network and systems support issues, as well as working alongside the client team as an integral project resource.

Being a role that is relied upon by both our client's end users and IT staff, this role is integral to the success of one of our key client relationships and is tasked with being the proactive, gap-filler guru versus a master at just "keeping things afloat”.

Responsibilities:

Acknowledge, prioritize, and troubleshoot tickets assigned to you from the Service Desk and directly from your dedicated client end-users.

Assist users at desk-side as required

Field onsite inquiries from client IT personnel, determine next steps and scope/priority of issue to ensure successful and timely completion

Communicate progress on problems, as well as resolution

Exceed SLA guarantees

Document all tasks in ITSM platform

Become "one” with the client team- you're their go-to resource and someone they can rely on at the drop of a hat

Look over current client SLAs, parameters and delivery, keeping your eyes open for continuous delivery opportunities

Ensure documentation and current client information is consistently updated

Scout for opportunities to be of more assistance and leverage your skills to identify trending issues to improve existing problems

Assist Chicago-based engineers when needed to fulfill on-site client requirements for NYC cliental

Respond to escalation requests from lower-tier teams

Understand when you need to escalate an issue to the next level

Identify and document patterns of escalation

Skills:

Complete new computer setups

Technology Fix virus/malware issues

Configure network printers

Resolve computer application and operating system issues

Install, configure, and troubleshoot

Verify and troubleshoot network connectivity, both wired and wireless

Provide mobile device support, including Apple, Android, and Windows devices

Manage end-user email experience

Master Exchange and Office365

Troubleshoot bounce-backs, SPAM, and transmission issues

Configure webmail

Manage user profiles

Navigate Active Directory and Exchange to perform password resets, move/add/change
requests, file permission adjustments, and distribution list creation.

Troubleshoot and configure basic backups; perform simple file restores

Maintain network and systems devices

Manage configuration & patching

Identify potential configuration improvements

Basic Management and Maintenance of Server Applications

Active Directory

Backup Software

SQL Server

Antivirus Software