Technical Services Engineer II

The primary focus for Technical Services Engineer II is to provide end-user and network support for our customer environments.  This role should expect to work tickets as assigned covering the all aspects of workstation level support, basic server and network support and administration, as well as Microsoft 365 support and administration.  They may also help with basic user administration, setting up new workstations and peripherals, fixing security issues, managing program updates, creating client reports and offering technical advice.  In addition to technical support tasks, this role also mentors other employees, maintains documentation, and performs process-oriented tasks as needed.

This role is ideal for those IT enthusiasts with a passion for interfacing with different personalities and problem solving in ever-changing environments.

Hours are Monday-Friday, 9am to 6pm ET, and providing on-call/after hours, including weekends, when necessary.

What You'll Do:

• Develop and provide technical coaching and mentoring to other help-desk employees.
• Adhere to process for troubleshooting and task management.
• Oversee implementation of desktop configuration management at the help desk level.
• Gather accurate technical information from customers on reported issues.
• Maintain accurate inventory for all IT hardware and software.
• Assist with the implementation and maintenance of hardware, software, and peripherals.
• Monitor and perform audits of computer systems and backups.
• Responsible for documenting time and expenses as they occur.
• Provide proactive communication and notification to users of pending or upcoming problems, outages, or other service issues
• Provide professional end-user support via telephone, email, or web chat services.
• Provide appropriate documentation on services provided and status updates as needed.
• Train and provide support to client staff on new technology implementations.
• Assist users with account creation, accessing, and using IT systems and other basic user function issues as presented.
• Track and route problems and requests and document resolutions.
• Escalate technical issues appropriately noting accurate and sufficient information to maintain customer server levels within the organization.
• Troubleshoot performance issues and issues with browsers and plugins.
• Providing on-call/after hours work when necessary; including weekends.

What You'll Bring

• 2+ years of experience as an administrator with Microsoft Office 365
• 2+ years of experience repairing all issues with Microsoft Windows 10 Pro
• 2+ years of experience working with Windows computers in a corporate environment.
• 1+ years of experience in Windows Active Directory user and group administration.
• Bachelor’s degree or equivalent work experience
• CompTIA Network+ and A+ Certification
• Expert with Windows 10 and 11/Mac OS X/iOS and Android Devices in a corporate environment, including AzureAD Domain Join
• Understanding of advanced LAN/WAN infrastructure
• Understanding of advanced server and network device hardware and functions
• Demonstrated ability to troubleshoot computer hardware and peripheral troubleshooting
• Demonstrated ability to perform server administration (user management, group management, DHCP reservations, DNS records, etc.)
• Experience working with Office 365 Suite (Exchange Online, SharePoint Online, Teams) from a Global Administrator and Service Admin perspective.
• Experience working with Microsoft Endpoint Manager for device management required.
• Demonstrated proficiency for learning new tasks and skills
• Demonstrated proficiency in customer service

 

• Ability to understand and adopt the principles of C3’s Core Values
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
• Experience working with ConnectWise Manage PSA and ConnectWise Automate
• Ability to work in a team and communicate effectively.
• Ability to multi-task and adapt to changes quickly.
• Ability to explain technical information in understandable language to nontechnical staff members.
• The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service level Agreement (SLA) driven environment.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the need for little super