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Level 3 IT Support Engineer

Company: Blake Smith Staffing, LLC.
Location: New York
Posted on: February 25, 2021

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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