Level 3 IT Support Engineer
Company: Blake Smith Staffing, LLC.
Location: New York
Posted on: February 25, 2021
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Job Description:
Position Title: Level 3 IT Support Engineer Department: IT
Service Delivery Management The IT Support Engineer is responsible
for resolving all IT-related problems. The Level 3 IT Support
Engineer will possess deep technical knowledge to address client
issues quickly and efficiently. The Level 3 IT Support Engineer
will assist in managing projects task related to service delivery
along with providing suggestions on client infrastructure
improvements. The Level 3 IT Support Engineer will recommend
alterations in design to improve quality of products and/or
procedures and has extensive experience in reviewing, analyzing,
diagnosing, resolving or escalating trouble issues and
participating in the ongoing review and improvement of customer
environments. Essential Duties and Responsibilities: _ Service
Delivery _ -- Responsible for escalations from a service team with
3-4 team members -- Diagnose, resolve, or escalate service tickets
as necessary -- Communication with customers as required: keeping
them informed of incident progress, notifying them of impending
changes, and agreed outages -- Develop specific knowledge of
clients and how IT relates to their business strategy and goals --
Documentation of internal processes and procedures related to
duties and responsibilities -- Work to maintain client
documentation to at or above company standards for assigned client
base -- Advanced interpersonal skills, such as telephony skills,
communication skills, active listening, and customer-care -- Work
patiently with people at all levels of experience and technical
knowledge -- Improve customer service, perception, and satisfaction
-- Manage calls and stressful situations -- Ability to multi-task
and adapt to changes quickly -- Ability to learn and work on
changing and demerging technologies -- Act as first point of
contact for escalated client tickets -- Resolve complex problems,
interacting with clients through phone, emails or chats and provide
unambiguously written instructions or technical manuals -- Resolve
client technical issues through diligent research, reproduction and
troubleshooting by utilize system administration, networking, and
storage skills. _ Technical Responsibilities_ -- Meet with Team
Lead, Level 2 Service Team Engineers, and/or team members to
diagnose problems and provide a resolution -- IT support relating
to technical issues involving Microsoft's core business
applications, as well as virtual environments built on Citrix,
Microsoft, and Azure. -- Support for Microsoft related
technologies: Active Directory, Office 365, Windows 10, Office
suite, Windows Server, Exchange, SQL, SharePoint, Intune etc. --
Support of WAN and LAN networks, routers, firewalls, SAN, NAS, and
security -- Support of remote connection solutions, such as, VPN,
Remote Desktop Services, and Citrix -- Developing new and updating
existing system documentation -- Support disaster recovery
solutions -- Conducting root cause analysis, document, and delivery
to client for review -- Advanced detailed oriented trouble shooting
with vendor involvement -- Ability to diagnose software,
networking, or hardware issues -- Providing technical support
on-site or Via remote-access systems -- Repairing hardware
malfunctions, software issues, and/or networking problems --
Develop or assist in the development of a plan to implement
resolution to root cause analysis -- Complete job reports provide
more accurate information on the problem -- Preparing and carrying
out any necessary training for the service team members to support
new solutions and applications implemented during a project --
Escalate service or project issues that cannot be completed with
agreed SLA's -- Diagnose, troubleshoot, and resolve issues by
questioning clients about the issues in a detailed fashion so that
the client understands the cause of the problem. -- Troubleshoot
laptop/desktop/server hardware -- Bachelor's degree in Information
Technology or Computer Science -- 5+ years of IT or related
experience -- Proven work experience as a Technical Support
Engineer -- Knowledge of Web services, API, and IP based Protocols
-- Knowledge of computer hardware and networking systems -- Ability
to troubleshoot complex hardware and software issues -- Ability to
match resources to technical issues appropriately -- Ability to
multi-task and adapt to change quickly -- Excellent written and
verbal communications skills -- Ability to think critically
Projects -- Assist as needed with project teams on
hardware/software and/or design -- Assist as needed with onsite
installation and setup of equipment for projects Leadership --
Develop strong working relationships with peers and clients Job
Types: Full-time, Contract Pay: $65.00 - $70.00 per hour Additional
Information All your information will be kept confidential
according to EEO guidelines.
Keywords: Blake Smith Staffing, LLC., New York , Level 3 IT Support Engineer, Engineering , New York, New York
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